Companies have been trying to adopt customer centricity for nearly 20 years now. But the CMO Council reports that “only 14 percent of marketers say that customer centricity is a hallmark of their companies, and only 11 percent believe their customers would agree with that characterization.”
6 Ways to Build a Customer-Centric Culture
Start by hiring people who really care about the customer experience.
October 02, 2018
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Summary.
Companies have been trying to adopt customer centricity for nearly 20 years now. Yet only 14% of marketers say their company really focuses on customer centricity. To build a culture that focuses on customer needs, companies should take six steps: Operationalize customer empathy; hire for customer orientation; democratize customer insights; facilitate direct interaction with customers; link employee culture to customer outcomes; and tie compensation to the customer. Company leaders are starting to recognize that culture and strategy go hand in hand. Only when customer-centric strategies are supported and advanced by culture will a company realize its customer-centric vision.