Building a Customer-Centric Company is Doable and Profitable
Most leaders know instinctively that what is good for the customer is good for the business. But they also instinctively know that building a customer-centric company is challenging. They know that although it can be partially addressed at the process level, ultimately it goes deeper than that. It’s about mindsets, culture, and perhaps even ideology. This puts the notion of building a customer-centric company squarely in realm of the abstract, "soft," and unachievable. On top of that the benefits of customer centricity are often viewed as intangible and even questionable. As a result, we see the enormous opportunity, illustrated below, created by the gap between the way companies view themselves and how their customers view them.
The good news is that ViewForward has partnered with MarketCulture Strategies, a Silicon Valley based company, that has developed a framework that makes customer centricity tangible, addressable, and links it to business results. The bottom line: Building a customer-centric company is doable and worth doing.