What are the disadvantages of centricity?
Overemphasis on the Customer: The focus on customer centricity can lead to an overemphasis on serving customers at the expense of other important aspects of business such as employee well-being, product innovation, or operational efficiency (Zomerdijk & Voss, 2010). The 7 pillars of customer centricity typically include customer understanding, personalization, smooth experience, employee engagement, responsive service, innovation, and leadership commitment to placing the customer at the core of the business.