In the course of 2012, we heard quite a few CEOs and managers say they really like the idea of “listening more to customers”, of becoming more “customer-centric” and of wanting to “excel in customer intimacy.”
That’s a good start because thanks to the digital age, customers have become very powerful: they can make or break the image of your company without any effort.
What do you need to make customer-centricity work?
- Empathy to have a good understanding of all the moments that really count to your customer
- Imagination to give them exactly what they do not yet realize they will be wanting to die for once it becomes available.
How? Don’t talk, but listen. Really listen. Put yourself in the shoes of your customers. Involve them in everything you do to collect new insights. And turn great ideas into action.
That is why we wish you a great 2013, full of empathy and imagination!
