True customer-centricity is grounded in reality

There is a reason the most customer-centric businesses in the world were born that way. To begin and become sustainable they were forced to be grounded in reality. They had to discover needs in the market that could be met, they had to work out how to service those needs and make a profit.

The businesses that have retained their customer-centric approaches as they have grown understood the need to remain grounded in the marketplace. Their leaders have not floated off into the ivory tower, rather they retain the pain of not delivering what they promised.

These leaders realize the work of organizations gets done at the front line and the further removed you are the larger the distance between you and reality. Hence the compelling need to empower those that are doing the work.

The best leaders don’t talk, they take action. They spend time with employees on the front line, speak with customers, put themselves in the customer’s shoes, and experience what it’s like to be a customer of their organization.

It is not complicated but it requires leadership which means consistent visible customer-centric action.

Learn more in our award-winning book, The Customer Culture Imperative.

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