Building a Customer-Centric Organization

Customer-centric organizations follow a simple principle: Prioritizing customer needs and desires leads to growth, innovation, profitability and more. A 2021 McKinsey analysis found that U.S. leaders in customer experience achieved more than double the revenue growth of their less customer-focused peers. As the authors write, “strategies focused on delighting customers allow companies to earn greater value from their current customer base—which results in concrete financial outcomes.”