Customer centricity is about more than delivering great service or quickly responding to complaints. It means aligning your entire organization—strategy, structure, leadership, and culture—around a single shared goal: consistently creating value for your customers.
It sounds straightforward. And many organizations think they’re already doing it. But in reality, we often see a very different picture.
Customer centricity is easy to promise, but slow to implement. While it shows up in vision statements and executive presentations, there’s often a clear gap between intention and execution—between what’s said and what actually happens day to day.
True customer orientation is challenging. It requires rethinking long-held assumptions, breaking down silos, redesigning internal processes, and rewiring how decisions are made—at every level of the business.
In short: It’s not a project. It’s a transformation.
So where do you begin?
At LEAP, we’ve helped numerous companies turn customer centricity from an ambition into concrete action. Across industries and transformation journeys, we’ve consistently seen that high-performing customer-centric organizations focus on three key areas:
Management
Make customer centricity a top leadership priority. Ensure customer needs are consistently on the senior management agenda. Make them a core part of your strategic planning—and measure them with the same rigor as your P&L.
Organization
Turn everyone into a customer champion. Empower your organization to truly care about customers—by building the right structure, providing the right resources and talent, and fostering a culture that lives and breathes customer centricity.
Operations
Build your operating model around the customer. Embrace an agile mindset, think beyond your product, and actively involve customers in how your teams work and make decisions.
THE CUSTOMER CENTRICITY SELF-ASSESSMENT
Want to know where your company stands?
To help companies take a structured approach, we developed the LEAP Customer Centricity Model—a practical framework grounded in real-world transformation work.
It breaks down the essential components of customer-centric organizations and maps out five maturity levels along the journey.
LET'S TALK!
Still not sure where to start? Let’s talk!
We’d love to walk you through the model and explore what customer centricity could mean in your company.
INSIGHTS
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