Customer centricity is the core of a business success, and no reasonable individual argues its validity. The companies implement strategies to make their customers fulfilled by using their products and services. Over the last couple of years, more and more companies have been trying to fundamentally reshape the way in which they interact with their customers — a trend that has been accelerated by the recent Covid-19 pandemic. Perhaps the biggest change firms have made is that, rather than having a few episodic interactions, they are trying to create a continuous relationship with their customers. Customers feedbacks are critically important…