Don’t Just Talk About Customer ‘Centricity,’ Live It—and Own It

In her column for Forbes , BCG’s Julia Dhar calls on C-suite leaders to integrate “customer centricity” into their daily routine and their organization’s DNA. She asserts that too many executives fail to prioritize the customer experience. The first step, Dhar writes, is to free up valuable time and devote it to meeting with customers, enabling leaders to better understand and serve them.