How much of my business is focused on the experience of the customer? Is my email address sales@? If I am customer centred would solutions@ or purchases@ not make more sense?
We built a business from a perspective of the shareholder or owner as the most important party. We since moved to a more stakeholder-friendly approach. Remnants of our old thinking remain.
In reality, the survival of our business is not sponsored by an investor or a visionary, it is sponsored by our customer. It is their belief in us, their support of our efforts, that allows us to continue. The sustainability of our business is inseparable from the benefit our customers perceive from our work.
Customer centricity is no longer optional. It is critical to the survival of your business. Ignoring it is not only risky, but it is also irresponsible.