Archives for January 2017

Six reasons for dropping customer centricity as an objective

Tweet Fifteen years ago, you would have found no greater supporter of customer centricity than me.  The internet was bringing greater choice to customers, rebalancing power after their being squeezed in the latter decades of the 20th Century to deliver the short term gains that the cult of shareholder value demanded.  I would go so far as to pronounce that any business that didn’t change its philosophy to being customer centric was doomed to a slow death. But since then, customers’ satisfaction with the services they are receiving hasn’t improved while the corporate landscape in most sectors is pretty much… Read more