Has customer centricity been lacking empathy all along?: Correlation & causation - the new norm in decision making
Justin Smith, Sarah Phillips, Camille Nicita and Susan Scarlet
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Introduction: The need for a multi-disciplined approach to consumer-centric decisions
In an effort to maintain and grow market share, organizations aspire to and define "customer centricity" in a number of ways. In 1999, Peppers and Rogers defined one of its major characteristics as being the focus on each customer's interests and interactions with the organization in order to deliver targeted, personal messages. While many...