Customers are more in control today than they have ever been. Business success depends on meeting their ever-changing needs, requiring a customer-centric culture supported by a workforce mindset that embraces continuous change. - By Sharon Ross

Developing a customer-centric culture does not start with the customer. It starts with the employees. Customer-centric is not the same thing as customer service. Customer centricity means adding value to the business by making customers participants in the solutions offered before and after a product or service is developed and sold, and it includes creating a positive experience for the customer in every respect.