Understanding Customer Centricity

What does "Customer Centricity" mean?

• Focusing only on selling products

• Putting the customer at the center of decisions

• Thinking only about profits

• Ignoring customer feedback

Why is Customer Centricity important?

• It reduces the number of employees

• It helps companies charge more

• It builds long-term customer relationships

• It makes products cheaper

What is a good example of being customer-centric?

• Ignoring complaints

• Helping a customer even after working hours

• Refusing to change old rules

• Sending the customer to another branch

What do customer-centric companies often do?

• Focus only on short-term profits

• Avoid talking to customers

• Listen to customer feedback regularly

• Stop improving services

How should a customer-centric employee behave?

• Say "no" quickly

• Follow rules only

• Think from the customer's point of view

• Avoid responsibility

What is the goal of a customer-centric company?

• To make one-time sales

• To reduce calls from customers

• To keep customers happy and loyal

• To change products often

What does customer feedback help with?

• Firing staff

• Making better decisions

• Reducing customer service

• Confusing employees

Which of these is NOT a part of being customer-centric?

• Listening to customer needs

• Working across teams

• Blaming the customer for problems

• Personalizing services

What helps build customer trust?

• Promising but not delivering

• Giving correct and clear information

• Talking in technical language

• Avoiding follow-ups

Which action supports customer-centricity?

• Telling the customer to wait without updates

• Saying "this is not my job"

• Solving customer problems quickly

• Ignoring customer emotions