“What made us successful in the past will make us successful in the future” is one of those beliefs that can kill a company. Examples are a plenty when it comes to industry dinosaurs that once ruled and now are extinct: they slept on innovation and disruption rather than adjust to meet the needs of their customers - Kodak, Nokia and Toys’R’Us to name a few.
What these companies have in common is that their leaders couldn’t translate the sense and awareness that something needed to happen into action in time. Once they realised the need to change, it was too little, too late to turn the ship around. They didn’t have the most valuable compass for their decision making at hand early enough: the needs and desires of their customers. Instead, they kept an inside-out approach, doing more of what they had done in the past, being blind to real threats and real opportunities.
Had they taken a customer centric approach and seen the world through the lens of their customers, they would have been able to explore the whole customer journey in their respective category and identify pain points, leading to opportunities to remove friction in people’s lives.
Get in touch with me to discuss how you can take the first step to a customer centric approach. I’m offering customer-centricity workshops where we take a holistic look at your market, the real competition and most importantly the customer journey. Contact me
