"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."
"strategies focused on delighting customers allow companies to earn greater value from their current customer base-which results in concrete financial outcomes."
Customer-centric organizations prioritize customer needs and desires to drive business results. Prioritizing customers fosters growth, spurs innovation, and increases profitability. A 2021 McKinsey analysis found U.S. leaders in customer experience achieved more than double the revenue growth of less customer-focused peers. Focusing on delighting customers enables companies to earn greater value from their existing customer base. Earning greater value from current customers produces measurable financial outcomes. Investments in customer experience therefore yield both strategic advantages and concrete improvements in revenue and financial performance. Sustained attention to customer needs aligns operations, product development, and service models toward long-term growth and profitability.
Read at Harvard Business Review
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