The unbearable lightness of customer centricity

摘要

All companies claim that they are customer-centric. Go on, open any annual report, strategy presentation or corporate website, and you are bound to find some exclamation about this organisation's extraordinary emphasis on customers in a matter of seconds. But if nearly all companies are so customer centric, why this abundance of failing strategies, painful customer experiences and flopping product launches? One of the reasons may be that very few companies truly understand what customer-centricity means. Those who get it right seem to be the ones that are open-minded enough to choose differently and deaf enough to understand.