Which of the following is NOT required to achieve a customer-centric culture?

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BlackTom AI · Accepted Answer

To evaluate what is needed to achieve a customer-centric culture, we should examine each potential driver or enabler and assess its role.
Option 1: Coordination. Effective coordination across functions is typically essential in a customer-centric culture because it ensures that different teams align to deliver a cohesive customer experience, breaking silos and enabling seamless service.
Option 2: Cost. While cost management is always a consideration in business, it is not inherently a driver or requirement for cultivating a customer-centric culture. An organization can pursue customer focus through culture, processes, and capabilities without it being a prerequisite explicitly required for customer-centricity; in other words, cost is not a fundamental enabler of the cultural shift itself.
Option 3: Capability. Building capabilities—such as customer insights, service design, and frontline empowerment—is central to understanding and meeting customer needs, making capability a core component of a customer-centric culture.
Option 4: Connection. Fostering a strong connection with customers, employees, and channels is fundamental to customer-centricity, as it underpins trust, responsiveness, and alignment around customer value.
Thus, each of Coordination, Capability, and Connection plays a direct role in shaping a customer-centric culture, while Cost operates more as a constraint or consideration rather than an enabling requirement. The assessment of the options leads to the conclusion that Cost is not a required driver of building a customer-centric culture, whereas the others are integral elements.

adv_270_120251_245664 Quiz 7

Which of the following is NOT required to achieve a customer-centric culture?

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