The effort a firm makes towards cultivating a customer-centric orientation requires a high degree of ____________.
A) Spontaneity
B) Creativity
C) Formality
D) Formalization
E) Static structure

Question

Quizplus · Accepted Answer

The effort a firm makes towards cultivating a customer-centric orientation requires a high degree of formalization, where standard operating procedures, policies, and regulations are established to ensure the entire organization understands and delivers on the customer's expectations. This formalization ensures that the company delivers a consistently excellent customer experience.

The Effort a Firm Makes Towards Cultivating a Customer-Centric Orientation