According to Deloitte, customer-centric companies are 60% more profitable than product-centric companies. Aon Hewitt has found that a strong culture drives companies to demonstrate higher revenue growth, operating income margins, and total stakeholder return.

“No discussions, no decisions, no designs without bringing in the customer and her voice, without asking how it will impact the customer, how it will make her feel, what problems it will help her to solve, what value it will create, and deliver for her,” said Annette Franz, founder and CEO of CX Journey Inc.

Unfortunately, there is a mismatch between companies that believe they put their customers at the very center of everything they do and what their customers think or believe. In the report “The Disconnected Customer” Capgemini notes that companies and customers have “big differences in customer experience”. They found that 75% of businesses consider themselves customer-centric, but only 30% of customers agree.