Top-performing companies know that customer-centricity isn't just an aspiration or a feel-good philosophy — it's the engine of real sustainable growth. And the data proves it: Organizations that excel at customer-centricity consistently outperform their peers across every meaningful metric.
Businesses that truly understand and respond to customer needs see higher retention rates, stronger brand loyalty, and, ultimately, better financial results. Yet many companies struggle to move beyond surface-level customer service to actually win and retain happy customers.
Join Stijn van Osselaer, S.C. Johnson Professor of Marketing at Cornell's Johnson Graduate School of Management, and AT&T Vice President Josh Goodell for a brisk conversation on customer-centricity, connecting leading academic research and well-established industry practice.
Professor van Osselaer, whose research focuses on branding, customer loyalty, and consumer decision making, meets Mr. Goodell, known for his “roll up the sleeves” approach to customer-focused service at AT&T, to explore how customer-centricity transforms good companies into great ones.
