Customer centricity design for digital transformation
Innovation is the only way to win"
Steve Jobs
Jeff Bezos, Amazon
There are many ways to center a business. You can be competitor focused, you can be product-focused, you can be technology focused, you can be a business model focused, and there are more. But in my view, obsessive customer focus is by far the most protective of Day 1 vitality.
Marc Benioff, Salesforce
Nothing a company does is more essential than how it engages with customers. In a world where online portals are replacing customer service centers and algorithms are replacing humans on the front lines, companies like ours continually need to show that the personal connections our customers craved were still and always would be there.
Clayton Christensen, Innovator's Dilemma Author
They have all built organizations that have put the customers, and their Job to Be Done, at the center. They also have demonstrated the ability to manage emergent strategy well. However, they also have been in the fortunate circumstance where their core businesses have been growing at phenomenal rates, and they have had the presence of the founder to help, to personally get involved in key strategic decisions.
Â
Ron Miller mention in TechCrunch how in the most difficult situations have a customer-centric approach is essential to control and keep your customer.
Eric Adams from Wired report about a custom order for Ferrari came directly from the client who commissioned the effort. Said buyer worked with Ferrari designer Flavio Manzoni and the automaker’s performance engineers and aerodynamicists. Factories have to adapt to how clients will design products and Taylor made services to be created in real-time.
Steven Brand from California Manufacturing Network also mentions how Smart factories will profit from connecting intelligent systems to deliver outstanding customer experience.