The thinking of Charteris partner Stephen Hewett - one of the world’s leading authorities on tactics and strategies for developing customer centricity and whose book The Customer Centric You was published in February 2011 by Management Books 2000 – was featured across three pages of the November/December 2011 issue of the UK customer service journal Customer Insight. The coverage consists of Stephen’s article that details some of the key points he makes in his book.
 
The article elaborates on the core of Stephen’s thinking about customer centricity. While acknowledging the importance of the techniques that make customer centricity effective, he profoundly believes that no amount of implementation of the techniques of customer centricity is likely to be effective unless the people involved have the right attitude. Ultimately, Stephen believes that customer centricity can only be properly delivered by people who look after customers and care about their agenda because they passionately want to do so rather than because they have a professional imperative to do so.