2025, Vol. 6, Issue 1, Part H
Customer-centricity vs Employee-centricity: The balancing act for sustainable success
Author(s): Aparna S, Satyam Mishra and Rajas Brahme
Abstract: The challenge of balancing the customer focus and employee support in the busy business environment is actually very daunting. The firms tend to prioritize one and in the process compromise on the other, which at times results in either employee burnout or dissatisfied customers. This case study explores the balancing act that has been done by businesses in this context.
We will draw on
examples from a few of the world's most well-known companies, including Amazon,
Google, and Ritz-Carlton, to examine distinctive challenges across various
industries and learn strategies that have worked for them. Our aim is to offer
practical advice that companies can implement to keep employees and customers
satisfied while achieving sustainable growth. Ultimately, businesses that find
this balance create stronger cultures, retain their employees, and gain
long-term customer loyalty. It's a win-win that keeps them ahead in an
ever-evolving market.
Pages: 689-695 | Views: 56 | Downloads: 31
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How to cite this article:
Aparna S, Satyam Mishra, Rajas Brahme. Customer-centricity vs Employee-centricity: The balancing act for sustainable success. Asian J Manage Commerce 2025;6(1):689-695.
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