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!
