Customer-centricity doesn’t just mean giving customers customized products and services. It means putting the customers in the center of everything you do. A customer-centric firm should know how to give a world-class customer experience to its customers. Customer loyalty is important because it is not just a scorecard of your products and services, but a set of behaviors, trends or attitudes that the customers exhibit over a period of time by making repeated purchases of products and services of your brand. Once brand loyalty is built, it is easy to retain the customers.