It has become fashionable — even essential — to be a “customer-centric” organization. As consumers, we’re bombarded with messages from insurance companies, retail stores and health care providers ...

Being customer-centric is not a new trend or even a new idea, but it is increasingly harder to achieve. You can fault turnover or perhaps a history of starts and stops, but honestly, the biggest ...

Identify any areas within your product, processes or business model that hinder customers from fully appreciating what you offer. This could involve experiencing your company’s services firsthand. For ...

The HBR Executive Playbook on building an organization where customer success is the foundation of long-term growth. by Rachel DuRose Customer-centric organizations follow a simple principle: ...

Amid today’s challenging economic conditions, all businesses — regardless of size or industry — seek to achieve sustainable growth, more closely connect with their customers, and find operational ...

Consumers today have unprecedented power. Yet, while most industries are shifting their focus toward delivering more meaningful and valuable consumer experiences, healthcare continues to lag behind.

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

Until new behaviors and mindsets are rooted in the organization’s social norms, they are subject to degradation. Interventions increase employees’ interest and ability to accept and enact ...

Throughout the customer journey, it is important for a company’s customers to have positive interactions with the company at every turn. In the B2B sector, specifically, 80% of purchase decisions are ...

Only 3% of businesses put their clients at the center of their operations. This is an alarming statistic, considering that businesses that see themselves as “client-obsessed” report 49% faster profit ...