Customer 360°
We know that change should be seen as a continuous process. But how do you view your customer relationships? Do you wait for clear signs of dissatisfaction before making any changes on your end? Is customer-driven change something you treat as a project that only begins when your relationship with the customer is already "burning"?
While your customer is navigating the same continuous change as you are, it's common to view your own changes as ongoing, while seeing your customer's changes as sporadic and narrow. It's like looking through binoculars that show you only a very limited view.
In a VUCA world, you need to do more. Being customer-centered doesn't just mean thinking about the customer first—it means finding ways to be a continuous part of your customer's life.
Writings
In today's fast-paced, VUCA world, our customers are in a constant state of transformation. Simply reacting to these changes is no longer enough. To stay ahead, we must proactively rethink and redefine how we understand our customers, anticipating their needs before they arise.
The Evolving Persona - Redefining Customer Understanding
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Still looking for kings and queens with effortless power and endless wealth? That might take a while! Today's customers have a lot of "jobs to be done". Are you adding to their load, or helping them become the heroes of their own lives?
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How important is the customer to you beyond just words? I don't expect exact figures, but if you had to roughly visualize your situation in a graphic, what would it look like?