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The Business Case for a Customer-Centric Culture

In the Age of the Customer, business as usual is not enough. Companies must deliver faster innovations, better service, and an overall experience that delights people so much they want to share it. This requires empowering each employee with data, resources, and enough autonomy to use them in the best interests of both the customer and the company. But how can corporate leaders make sure that employees understand these interests and act in ways that are consistent with the company’s direction and brand promise? Building a customer-centric company depends, first and foremost, on building a customer-centric culture. This white paper details strategies for creating a customer-centric culture, utilizing insights from the Medallia Institute and Deloitte’s CulturePathTM Solution.