The 7 Myths of Customer-Centricity

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Customer centricity is a lie. The very utterance of the term is a sure sign the one thing that isn’t going on is customer centricity. Data isn’t customer centricity. NPS isn’t customer centricity. A chief customer officer isn’t customer centricity. Almost all marketing isn’t customer centricity. UX isn’t customer centricity. Free postage and packing isn’t customer centricity. Copying Amazon isn’t customer centric.

Business

COPYING
COMPETIT
ORS
7. COPYING COMPETITORS

CUSTOMER CENTRICITY IS A PRINCIPLE
“IT’S NOT A PRINCIPLE UNTIL IT COSTS YOU
MONEY”
BILL BERNBACH
19

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