I just read a blog post by Bob Thompson titled "Starbucks is customer-centric, because it listened… to ME.”
To summarize the post in a few sentences: Bob is a regular customer of a Starbucks store near his house. He had an unsatisfactory experience with that store. He then wrote to Starbucks to voice his dissatisfaction. Starbucks responded and satisfied his needs. He felt good and expressed this in his blog – “Starbucks is customer-centric, because it listened… to ME.”
“Listening to me and satisfying my needs”
As customers, we all share Bob’s view. When a company listens to me and satisfies my needs, that company is customer-centric. Consultants and academics suggest numerous definitions, but no one is more suitable, more authoritative than the beholder – the customer – to tell us what customer-centricity is all about. Fair enough,...