For many companies, being customer centric is more of a branding slogan than a real value of the DNA of the company.
Being customer centric doesn’t mean saying you are customer centric. It also doesn’t mean that you do some NPS survey once a quarter to make “data-driven decisions”. It’s more than that.
Being customer centric means talking to your customers, and learning about their problems, life, the language they use, the things that would like to see improve, the main benefit they get from your product, and acting upon that. To be customer centric, the entire DNA of your company must evolve around talking to customers and implementing changes quickly.
If you are customer centric, your business incentives don’t come first. Neither do your investor incentives. But rather, the primary objective is making something your customers want. And not letting anything get in the way of this objective. And this needs to translate all the way down through the organisation and teams.