Customer Centricity is MORE than Customer Experience
FEBRUARY 20, 2018
Recently, I’ve been talking with clients about a critical, albeit subtle distinction – so I thought I would share it with you. Frequently, you’ll hear these two phrases used rather interchangeably. The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). I think of it like this. Customer-centricity is a commitment or a strategy to assure the success of your customer.