Customer Centricity and the Role of Internal Customers

Customer centricity prioritizes the needs and wants of customers in all aspects of a company’s operations, decisions, and culture. The arguments for it are plentiful and approved: increased customer retention, improved customer satisfaction and loyalty, higher competitiveness in the market, revenue growth, and long-term success among others. To achieve a customer-centric organization however, the focus has to be first and foremost on the employees: taking care of employees and creating a supportive workplace culture is a key component of a customer-centric approach. When employees feel valued and supported, they are more likely to go above and beyond to meet customer needs. This approach is followed by Siemens Healthineers in a strategic way. Regular pulse surveys have become a key element in driving employee engagement. This article discusses their learning along the way as well as critical success factors.