Last week in an industry interview, I was asked, “What is a challenge that existed 10 years ago and is still a pain point today? There is one important one that I didn’t mention in the interview, and I want to share it here…
In today’s competitive marketplace, businesses face global competition and customers who prioritize price over everything else.
To tackle these challenges, becoming customer-centric is crucial.
Sounds so obvious, right?
✋Show of hands….how many of your businesses have truly mastered this?
Execution is the biggest challenge. Being customer-centric means looking at your enterprise from the outside in, understanding customers’ problems, and providing solutions.
I was attracted to work for Best Buy in 2004 because the organization was beginning its customer-centricity journey. I was a part of some major transformation work across silos – an incredible experience.
Recently, Forrester has awarded Best Buy as the Customer Obsessed Enterprise North America winner. That’s no small victory (kudos to Allison Peterson, a former colleague of mine who is leading the charge).
However, implementing customer-centricity is not easy. Silos within organizations often hinder progress. Breaking them down requires collaboration, adjusting processes, and strong leadership.
Customer-centricity is a necessity for survival and organizational resilience. Let’s embrace the challenge, bridge silos, and cultivate strong leadership to navigate the marketplace successfully.
???? I’d love to hear your thoughts and experiences on this topic.
Share your insights below!
