“The customer is always king” has long been a time-honored business adage. Peter Drucker, the most renowned management thinker of the 20th century, was probably best known for advocating a consumer-centric approach.
I am no longer a fan of customer centricity nor customer-centric business. I am not a fan of the way many are going about customer focus, customer-centricity, or customer obsession. It occurs to me that the approach taken by many towards arriving at customer focus, customer-centricity, and customer obsession is not gold, it is fools gold.
I have been reflecting over 20+ years of experience centered on enabling, effecting, facilitating business change and improving business performance. During this time I have been involved with a whole range of management panaceas:
I get this all the time. Whenever we talk about Design Thinking’s user-centered approach to finding opportunities and understanding your customer better, someone always reminds me that one of the worlds most successful company (in my humble opinion), Apple, does not do market or user research.
Last week, I wrote about Union Bank and their "Do Right" campaign. I love the campaign, but I was left with questions as to whether employees live it and customers experience it. One company who leaves me with no such questions is Amazon.
It was my birthday recently and during the course of it I got birthday cards. I want to share one that I got from one of my sons:
To Papa, I wish you a happy birthday. Love you lots and thank you for all the things you have done for me over hte years especially taking me back and forward to college. Thank you for being a great, caring and loving papa.