Some days ago, the CEO of a leading financial services company excitedly stressed about how customer-centric his company was. The statement made me wonder, what was there to get so excited when the very business that he runs solely depends on customers— without whom, there are no takers for the product and services offered by this company. Curiosity got better of me and I asked what these new customer-centric efforts were. I was palpably embarrassed when I was told that the exhilaration was over a dedicated mechanism that was created to reach out to customers about product performance.