When the power core is the customer, passion for customers prevails.
Leaders are close to the customer and it’s often that leaders’ passion that built the business. Employees feel the handoff of that passion from founder through the ranks of the company is an inheritance. They know it’s theirs to pass on and nurture.
Company decisions emanate from understanding what will drive the greatest value to customers in the short and long terms. The company’s long-term desire is to deliver a differentiated customer experience to drive the greatest amount of profitable customers.
The customer power core is still rare, surprisingly, after all these years of effort. Corporate machines with the customer as their power core are the companies known in the marketplace to be best for customers. These companies begin with the customer at their core.
In a company with a customer power core, customer needs drive the overall plan for what’s developed and delivered.