When people talk about customer-centricity, it's often about marketing.
But it's not just marketing. It's both a goal and a tool.
For a business leader, for a company, there's no greater asset than a happy customer. There's nothing more exciting than figuring out how to turn a satisfied user into a delighted buyer. Serving is cool, but it's much better to understand and figure out what they don't expect, and it hits the spot for them.
It's a wonderful feeling to work in a company where everyone strives to make the customer happy—not just by giving them everything they asked for but by putting a smile on their face. Different energies work among colleagues. There's a higher openness to innovation and much bolder and more effective collaborative thinking because the goal is common and valid in every situation.
When was the last time you felt like you got more than you expected from a service or product?
(The image shows a slide from one of the internal presentations over the past 23 years. Each one was included.)
