CX Strategic Knowledge · Ethics & Economics
Part 2 introduction — customer-centricity
Most organizations perform confirmation listening. True listening challenges internal bias.
Customer-centricity is the ability to understand customer situations, perceptions, and expectations, make the customer the focal point of decisions, and deliver satisfaction, loyalty, and advocacy. The hard parts are listening honestly and admitting your product's limits.
Gartner's definition has three parts: understand customer situations, perceptions, and expectations; make the customer the focal point of decisions; deliver satisfaction, loyalty, and advocacy. Most organizations can recite this. Few pass the two indicators that come with it.
First, listening is not talking. Hearing validation is not the same as learning truth. Many organizations run confirmation listening: they collect feedback that supports what they already decided and filter out the rest. True listening challenges internal bias, which is exactly why it is avoided.
Second, admitting limits. Products don't solve everything, and there is always more to do for customers. An organization that cannot say what its product fails at is not customer-centric, no matter what its mission statement says.
Apply this
Reading about part 2 introduction — customer-centricity is one thing. Seeing where it applies in your journey is the useful part.