Customer-focused companies vastly outperform other companies, but why? This video discusses three critical elements that make customer-focused companies a (big) notch above the rest.
"It's in their DNA!" That is a common response when someone asks, "What makes that company so customer focused?"
There are other common responses such as, "it's embedded in their culture" or "it's woven into the fabric of their business." All these are actually pretty good metaphors as they help explain something that is inexplicably hard to grasp.
Wait a minute, what curse?! I thought we were supposed to be customer-driven…isn’t that a good thing? Everything I read says that customer-driven companies are more successful, not less. Nope, being a customer-driven company is detrimental to creating value for your company and your shareholders.
So, if not by our customers, how should our companies be driven? We have to drive our own companies.
