What is customer centricity?

What is customer centricity?


  • Customer centricity is putting the customer at the center of everything you do. It ensures that every decision is based on what's best for the customer, not what's best for you.
  • This concept is crucial because it ensures your meet the needs of your customers, drives repeat purchases, attracts new customers, and enhances your brand reputation.
  • Using the right tech stack, such as Fullview's proactive and personalized approach to support, is essential to success and achieving customer centricity.

Customer centricity is a business philosophy that puts customers' needs at the center of all company decisions. This might mean designing products that solve real customer problems, developing marketing campaigns that speak to customer interests, or creating an overall experience that is easy and enjoyable for customers. Ultimately, customer centricity aims to create long-term relationships with customers by providing them with value.

This focus on the customer might seem like common sense, but it's actually a relatively new way of doing business. In the past, companies have tended to focus on their own needs and goals without considering how customers might be impacted. But as competition has increased and customers have become more demanding, businesses have had to adapt their approach.

Today, customer centricity is a key driver of success, and companies that fail to put their customers first are at risk of losing out to the competition. In this article, we'll cover everything you need to know about customer centricity, including what it is, why it's so essential for your company, and solutions you can use to make your business more customer-centric.

What is customer centricity, and why is it so important?

Customer centricity is all about prioritizing your customers, and it's becoming increasingly important as competition intensifies and customers become more demanding.

There are a few key reasons why customer centricity is so essential for businesses:

Helps drive repeat purchases

When customers feel they're being heard and their needs are being met, they're more likely to return. In fact, according to a study, companies that prioritize customer experience can expect to see a 60 percent increase in repeat purchases. Since it's often more expensive to acquire new customers than it is to keep existing ones, this can have a significant impact on your bottom line.

Ensures you're meeting the needs of your customers

If you want to stay in business, it's essential that you're providing value to your customers. By putting your customers at the center of everything you do, you can ensure that you're always meeting their needs and delivering what they want. If you're not focused on your customers, there's a good chance you'll lose them to a competitor who is.

Attracts new customers

Happy customers are often your best brand ambassadors, and they can play a significant role in attracting new customers. In fact, 93 percent of consumers say they're more likely to do business with a company that offers excellent customer service.

Additionally, word-of-mouth marketing is still one of the most effective forms of marketing, and it's often driven by customer satisfaction. So, if you want to attract new customers, you must focus on making your current customers happy.

Enhances brand image and reputation

A brand's reputation is one of its most valuable assets. A strong reputation can attract new customers and drive growth, while a weak reputation can damage sales and lead to a decline.

By making customer experience a priority, businesses can create a positive association with their brand and build long-term loyalty. In addition, by listening to feedback and addressing customer concerns, companies can quickly improve their reputation in the event of a negative incident.

Improves product development

A company's product development process is key to creating products that meet customer needs and exceed expectations. Unfortunately, many companies take a "one size fits all" approach to product development, resulting in products that are either too simplistic or too complex.

Customer centricity can help to address this problem by ensuring that the customer is always at the center of the product development process. By constantly gathering feedback from customers and using it to inform product decisions, companies can ensure that their products are exactly what customers want. In addition, customer centricity can also help to improve efficiency within the product development process by eliminating wasted effort and unnecessary features.

Customer support is key to customer centricity

It's no secret that customer support is essential to any business that wants to be successful. After all, without happy customers, there would be no business at all! But what many people don't realize is just how vital customer support is to achieving customer-centricity. What better way to show your customers that they're central to your business than by providing them with outstanding support?

When a customer has a good experience with your customer support team, it reflects positively on your entire company. It shows that you care about your customers and are committed to providing them with the best possible experience. On the other hand, if a customer has a bad experience with your customer support team, it can reflect very poorly on your company.

This is why it's so important to make sure that your customer support team is well-trained and prepared to handle any situation that comes up. It's also crucial to choose the right tech stack to support your team.

Fullview: A proactive and personalized approach to support

Fullview is a powerful customer support tool that offers a personalized approach to customer service. By proactively reaching out to customers and offering them help before they even need it, Fullview ensures that your customers always have a positive experience with your company. Here are a few ways that Fullview's technology can help your company really stand out when it comes to customer support:

  • Fullview Replays: Fullview Replays are an essential part of the Fullview platform. They allow you to watch recordings of users interacting with your product, making it easy to find and diagnose issues. With Fullview Replays, you can see everything that a user does on your site or application, including all interactions, mouse movements, and clicks. This level of detail is essential for diagnosing issues and provides a wealth of information that can be used to improve the user experience. And, if you notice a particular user struggling with an issue during a replay, you can immediately reach out to them to solve the problem, preventing customer frustration and increasing customer satisfaction,
  • Fullview Live: Fullview's cobrowsing feature allows you and your user to browse the same browser window with multi-cursor screen control in real time. With cobrowsing, you can see exactly what the customer is seeing, making it easy to guide them through any issue they may be experiencing. You can even take control of their screen to solve issues for them. Additionally, cobrowsing is a great way to build rapport with customers and build trust. 
  • Fullview Console: Fullview's console troubleshooting feature provides relevant information in real-time, including user steps, errors, and warnings. Armed with this console information, you can see exactly what went wrong under the hood and why, making it easy to fix problems quickly and efficiently. It takes all the guesswork out of troubleshooting.


Customer centricity is essential for any business that wants to be successful. By putting the customer at the center of everything you do, you can ensure that your products are exactly what customers want and that they have a positive experience with your company.

Fullview's customer support tool offers a proactive and personalized approach to customer support that can help reduce support time and boost your CX metrics. With Fullview Replays, Fullview Live, and Fullview Console, you can provide an outstanding level of customer support that will reflect positively on your entire business.


Shifa Rahaman

Content Marketing Manager