Customer centricity is exactly what it sounds like – by focusing on the customer’s wants and needs first, the business needs take care of themselves.
However, customer centricity is a process. It’s a result of your values determining your culture, and your culture determining how customer centric you are.
So, if you’re wondering why your organisation isn’t as customer centric as you’d hope; look at the overall company culture. It’s a top down approach, because the people who set the stage for a positive company culture are none other than the senior leaders.