Customer First: Finding the Balance Between People and Profit
Losing touch is easy; we are busy people with tons going on. We have our projects and products, stakeholders & shareholders. We track budgets and risk, and compliance. We work with teams for research and analysis, teams for architecture and security, delivery, and QA.
Managing this requires process and meetings, documentation, and sign-offs – and driving it all is a massive list of things we need to produce and deliver – a list that grows and changes even as we tackle it. It’s no wonder we’ve lost touch with our customers.
Customer Centricity has been a hot topic over the past few years, bringing our customers back to the center of our focus. Unfortunately, many companies struggle to introduce it, don’t really understand it, or don’t know what to do with it.
Many companies struggle to introduce customer centricity, don’t really understand it, or don’t know what to do with it.
In our talk at the #USFINTECHSYMPOSIUM next month, George and I will discuss the realities of customer-centricity in large companies, including:
- How most (maybe all) companies originally had it and lost it
- Misconceptions about what customer centricity is, how to get it, and how to use it effectively for business success
- Challenges companies encounter in “bringing customer centricity back” & what’s needed to overcome them
- What to do if your company has lost its way with your customers
With a measured approach, weighing risk and reward, you can expect to reestablish what is arguably the most critical relationship for business impact
With a measured approach, weighing risk and reward, you can expect to reestablish what is arguably the most critical relationship for business impact – without adding undue burden to your world. Nowhere does it say that the Complex systems we have built need to be Complicated; we just got used to it being that way.
