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The American Customer Satisfaction Index, a customer satisfaction survey that happens once a quarter, has a stat stuck in my brain: it’s only increased by four points since 1994. I blame the lack of customer centricity and the fact that people don’t know what they don’t know regarding customer centricity.
When you ask a question, how customer-centric are you? The answer normally is I’m very customer-centric. Then, when you ask how customer-centric your organization is, you get a different answer.
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