Customer Centricity

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CEOs and entrepreneurs tend to pay very little attention to the customer’s experience, as I mentioned in a recent article about Steve Jobs. They focus on product development, managing the people, business relationships, regulations, financials, and marketing. And yet, it is the customer’s experience that causes customers to recommend a company or warn others to stay away. It is the biggest sales driver or sales deterrent associated with the company.

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Frank Dale is the CEO of

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As the blogosphere obsesses over customer centricity, there’s a contrarian school of thought that goes something like this: “It’s impossible for a company to be customer-centric, because customers have too many individual demands, and all those demands cannot possibly be satisfied.” One writer suggested it is time to “go back to the brand” and focus on what the company wants to accomplish.

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Yep, I've been very busy with client work, as you may have guessed. As you know, I don't post unless/until I have something helpful and well-thought-out to share with you. I have several new posts in the works. 

In the meantime, here's a fun 20-minute podcast interview I did recently with Michelle Davidson at RainToday (a great site for service business owners) about how buyers have changed the way they buy - and what business owners can do about it. 

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Before you read this, check out this heart-warming video, which shows an amazing French horse trainer, Francois Pignon. Listen as he explains to Martin Clunes that horses are constantly “scanning” human beings to see if those human beings are predators or protectors.