How to Embrace Customer-Centricity

How do you create a customer-centric company, especially when your job is to help other companies be customer-centric?  

According to Pega President of Global Field Operations Hayden Stafford, it’s all about putting the customer at the center of absolutely everything you do.  

Customer-centricity has never been more important, but what customers are looking for is changing. Stafford says the two biggest trends impacting customers are the need for empathy and real-time context. The most successful companies are continually innovating to find new ways to meet customers with empathy in real-time.  

Customer-centricity is putting customers first in every situation, especially during challenging times. Stafford gave the example of a Pega banking client in Australia. When wildfires ravaged the region in early 2020, the bank took a unique approach. Instead of following the typical inbound reactive service and waiting for customers to call with issues, the bank leveraged Pega software to proactively reach out to customers who were close to the fires and delay their loan deadlines. The example shows empathy and connecting with customers with context when they need it most.   

Providing customer-centric service starts with an internal culture that is completely focused on customers.  

Stafford says customer-centricity should be the foundation of every business decision, including how the company is oriented and teams are created. Customer-centric companies don’t just research their customers—they understand the outcomes their clients are trying to achieve. Stafford encourages the sales team at Pega to build meaningful relationships with clients and track how the clients are engaging with the company, how often they engage, and their level of engagement.  

Customer-centricity also requires taking an outside-in perspective. Every month, Stafford invites an external party to a team meeting to share their perspective of Pega. Those regular presentations help employees understand what’s happening in the industry and the world so they don’t have a limited Pega point of view.  

No matter the industry or type of company, customer-centricity comes down to understanding customers’ motivation, walking in their shoes, and putting them at the heart of every decision.

*Sponsored by Pega

Pega delivers innovative software that crushes business complexity – from maximizing Customer Lifetime Value, to streamlining service, to boosting efficiency. They help the world’s leading brands solve problems fast and transform for tomorrow. 


Blake Morgan is the bestselling author of The Customer of the Future. Join the new Customer Experience Community here. 

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