Why Customer Centricity?
Because your business will take a hit if the customer is not the focus point.
YOU WILL HAND YOUR COMPETITION THE ACE OF CARDS SIMPLY BY NOT PAYING ATTENTION TO YOUR CUSTOMERS.
Your every employee is the face of your organization. How he thinks, feels and responds to the customer is how the organization is perceived to respond. Everything your employee does and says when he interacts with a customer affects the branding of your organization. That is why you need customer service or customer centricity to help build a sense of ownership in your employees.