Customers – they pay your bills

Customers don’t care about market share. They care about the customer reviews.

Customers don’t care about brand positioning. They care about solving their need.

Customers don’t care about channels. They care about shopping anywhere.

Customers don’t care about org chart. They care about kindness and respect.

Customers don’t care about legacy systems. They care about same day shipping.

Customers don’t care about internal acronyms. They care about talking in human language.

Customers don’t care about cool offices. They care about search ranking.

Customers don’t care about the banner ads. They care about not being interrupted.

Customers don’t care about departments. They care about having a one-to-one relationship.

To be customers centric, we need to think, feel and act like customers.

We need to change business metrics to customer metrics.

We need to break off with channel mentality to focus on experiences.

We need to get rid of internal acronyms to use human language.

We need to stop interrupting and start engaging.

This is very key when developing Smart City planning that people are kept at the forefront of everything. Technology is the enabler of many of these initiatives. Start with what outcomes you want to achieve and how the community will benefit from the changes.

 

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