Customer-centric: 5 success factors from Silicon Valley
Posted: Sun Jan 19, 2025 4:00 am
In this article we share the philosophy of 'the customer central, without compromise'. The full story can be read in this paper. You can download it for free from slideshare.
Successful companies are reinventing the relationship with their customers. Modern organizations are building an organization that is truly customer-centric: customer-centric, without compromise. For example, Evernote could make more money in the short term by charging them for the app. But they don’t think of doing this, because it would be at the expense of their broad group of customers. LinkedIn could make a lot of money by commercializing the network’s data, but they will never do this either. Customer centricity without compromise means keeping the customer at the center, even if it is at the expense of the organization in the short term.
1. Inspire & delight the customer
Our visit to Apple was about an extreme focus on all details with impact on romania mobile phone number list the customer relationship. Apple wants to surprise customers and exceed expectations in every detail. It is not always about the next disruptive innovation , but also about the extreme optimization of details in the existing customer relationship.
Yahoo , a company in a major turnaround , wants to improve the daily habits of consumers. The Yahoo weather app (won the prize for most beautiful app from Apple) is an example of this. There are many weather apps, but Yahoo shows beautiful photos of the cities and has built a very user-friendly interface. The philosophy of surprising the customer in every detail leads to a cultural change in the organization. Something that is not good enough, is simply not brought to the market.
Successful companies are reinventing the relationship with their customers. Modern organizations are building an organization that is truly customer-centric: customer-centric, without compromise. For example, Evernote could make more money in the short term by charging them for the app. But they don’t think of doing this, because it would be at the expense of their broad group of customers. LinkedIn could make a lot of money by commercializing the network’s data, but they will never do this either. Customer centricity without compromise means keeping the customer at the center, even if it is at the expense of the organization in the short term.
1. Inspire & delight the customer
Our visit to Apple was about an extreme focus on all details with impact on romania mobile phone number list the customer relationship. Apple wants to surprise customers and exceed expectations in every detail. It is not always about the next disruptive innovation , but also about the extreme optimization of details in the existing customer relationship.
Yahoo , a company in a major turnaround , wants to improve the daily habits of consumers. The Yahoo weather app (won the prize for most beautiful app from Apple) is an example of this. There are many weather apps, but Yahoo shows beautiful photos of the cities and has built a very user-friendly interface. The philosophy of surprising the customer in every detail leads to a cultural change in the organization. Something that is not good enough, is simply not brought to the market.