Who owns customer centricity? Ultimately, everyone does. That means collaboration must be your top priority. The only way to make real change happen is to connect silos and act as a unified team. This way, employees closest to the end customer are empowered to create enduring relationships.
Customer-centric companies have silos, too. They have clear designations of who’s doing what for efficiency. But they equip distinct departments to share, collaborate, and deliver integrated customer experiences — down to even the most junior employees.