If you give customers a chance, they’ll communicate with you in many ways.

Customer-centricity should be about delivering value for customers that will eventually create value for the company.

The simple truth is that technology is still a poor substitute for human interaction.

Customers are speaking to you implicitly via their behavior, captured in the footprints they leave behind in your systems.

Realize that employees and the customers both have to be engaged, at the same time, to move your business forward for sustainable success.