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What is Customer Centricity

Chapter 4
Handbook of Research on Emerging Business Models and the New World Economic Order
This refers to keeping ‘the customer’ as the focal point for all decisions concerning the delivery of the products, services, and experiences so as to create valued customer experiences, satisfaction, patronage intentions and loyalty in the long run.
Published in Chapter:
Impact of COVID-19 on Food Consumption and Marketing: A Behavioral Model Perspective
Suja Ravindran Nair (Educe Micro Research, Bengaluru, India)
Copyright: © 2022 |Pages: 20
DOI: 10.4018/978-1-7998-7689-2.ch004
Abstract
COVID-19 has greatly disrupted lives and affected buying behavior of individuals. Countries were forced to impose lockdowns, alongside the practices of wearing masks, social distancing and hygiene have become the ‘new normal'. This situation forced consumers to re-work shopping habits, modify food patterns, develop healthy eating and online shopping behavior. With multiple waves of COVID-19 engulfing countries, pandemic effects are here to stay, suggesting food marketers explore the continuity of healthy food consumption with futuristic behavioral intention. For this purpose, this study uses a behavioral model perspective built upon the theory of planned behavior. A general review of the literature on food choice behavior is used. The literature review shows an integrated framework indicating linkages between the antecedents, consumers' behaviors, and behavior intentions/consequences from a sustainable behavioral model perspective.
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Chapter 16
Customer Experience Management System at a University's Student Support Services: An Organizational Ambidexterity Perspective
A strategic approach to managing organizations’ relationships with customers that revolves around customers and their needs. Being customer centric implies the ability to extract valuable insights on customer needs with the objective of delivering products or services that fulfil those needs in a way that is meaningful to customers.
Published in Chapter: Customer Experience Management System at a University's Student Support Services: An Organizational Ambidexterity Perspective; From: Handbook of Research on Innovations in Information Retrieval, Analysis, and Management
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Chapter 13
Role of Customer Experience-Driven Business Innovation Framework for the Modern Enterprises
It is a company philosophy and practice that puts the customer at the center of all strategies, operations, and decision-making.
Published in Chapter: Role of Customer Experience-Driven Business Innovation Framework for the Modern Enterprises; From: Innovation, Strategy, and Transformation Frameworks for the Modern Enterprise
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