How Serious Are You About a Customer Centric Strategy?
Download Customer Centric Strategy Whitepaper
Download How Serious Are You About a Customer Centric Strategy? Best Practices Whitepaper.
Just about every company these days claims to be “customer centric.” They talk about being hyper-focused about always doing the right thing for their clients. Unfortunately it does not take long for many customers and employees to feel quite differently. It often takes only one bad client experience magnified by social media to paint a completely different picture.
While customer-centricity makes sense for many businesses, we often find two major issues with the customer centric strategy claim. First, too many companies only pay lip service to putting the customer first. They have good intentions but poor execution. That creates more frustration for both employees and customers who do not feel like the brand promise is being lived on a day-to-day basis.
Second, too many companies would be better served strategically if they put something else first – e.g. their employees, operational excellence, financial strength, or product innovation. Sure, every company needs customers to survive, but you do not always have to put their explicit needs and desires first to be successful. Just ask Apple or Goldman Sachs.
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