Customer centricity has been the talk of the town for years, but do we practice what we preach? Do leaders understand what it takes to drive a meaningful relationship with our most valued customers?

Liz Glagowski sat down with Peter Fader, professor of marketing at The Wharton School of Business and co-author of The Customer Centricity Playbook to go back to school on the good, the bad, and the ugly of customer centricity in today’s marketplace.