CX Strategic Knowledge · CX Misconceptions
Does customer-centricity destroy businesses? (myth debunked)
No business has been destroyed by customer-centricity. Plenty have been destroyed by bad execution.
The claim that customer-centricity leads companies to build things that destroy the business has no real examples behind it. The failures blamed on it trace to poor execution, wrong pricing, or incomplete product-market fit.
The slippery-slope argument goes: give customers everything they want and you will price yourself out of business. It sounds prudent. It also has no real examples behind it. The failures attributed to customer-centricity trace to poor execution, wrong pricing, or incomplete fit between the offering and the market.
The common case pattern: excellent product, real demand, overpriced, low adoption. That is not customer-centricity destroying a business. That is incomplete fit.
Customer-centricity helps you avoid building the wrong thing. It does not mandate abandoning strategy, pricing, or business viability. Apply it strategically, not literally.
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Reading about does customer-centricity destroy businesses? (myth debunked) is one thing. Seeing where it applies in your journey is the useful part.