Priorities, people and the customer-centric organisation
A question: Is it even possible to find a business today that will not call itself customer-focused? Are there any out there honest enough to own up to the fact that their businesses are essentially about their goals, their desires and their specific needs?
It would be very tough to find those companies - although we all know only too well that they exist. Businesses understand that the right thing to say is that they are customer-focused; it's one of those things that people expect, and since it's what your customers want to hear, it's what you say.
However, what you say you are and what you actually are can be two entirely different things - and if you don't create a truly customer-centric organisation, your employees will realise that you're only paying lip-service to the idea. Once your employees realise that you aren't really committed to being customer-centric, your customers will catch on in very short order.
