There is so much buzz around customer satisfaction these days. All companies, big and small, can't help but acknowledge that they should be paying more attention to their customers. However few are actually doing it. So why?

I think it's because they just don't know where to start when it comes to becoming more customer centric. The task often seems overwhelming at first. After all, it's not something that can be done quickly. You can't just start a new project or take a single action and expect everything to change. It demands consistent effort over the long term, to make an organization truly customer centric. 

Customer services play an important role in helping the company better understand its customers and what they want. However, getting the whole company and every employee in it, behind such an initiative is the only way to make it happen.