Customer Centricity: Why It Is Critical to Your Business and How to Measure It

Customer Centricity enables product and services to be built around the needs and wants of the customer. It is critical for delivering the enhanced customer experience needed to develop customer relationships. This book provides a Customer Centricity framework and scorecard for you to evaluate how customer centric your business is, and a guide for building a customer centric organisation.

Gareth Evans is a specialist in Customer Experience and Sales & Marketing and is the co-founder of strategy consultancy Eastbound. He has worked across start-ups and established corporates in the technology and recruitment sectors in London and Tokyo. He holds an MBA with Distinction from Cass Business School.