I can think of six reasons why many publicly quoted companies continue to make slow, painful, progress towards customer centricity:
- They are publicly listed enterprises and they are expected to be shareholder centric not customer centric;
- They make a significant part of their revenues and profits at the expense of their customers and are not willing to forgo the practices that deliver these ‘bad profits’;
- They are designed to make and sell standard products not to create and deliver customer experiences;
- They are structured into silos and each silo has its own agenda, priorities and metrics that makes it rather difficult to play the joined up game of customer experience;
- The Tops are totally divorced from the day to day reality of the way that the organisation works (just watch Undercover Boss); and
- They seem to believe that customer centricity lies in the realm of the marketing function rather than a total transformation in business philosophy, corporate strategy, management mindset and organisational design.
What do you think?