I’m right now in the process of writing a full article on this topic, which is how I get to the bottom of perplexing questions. The article is far from done. In fact, I want to read portions of Doc Searl’s excellent new book, “The Intention Economy,” before I wrap it. However, I can already share what I’m seeing through customer lenses.
Customer-centricity is a halfway point between win-lose favoring sellers and win-lose favoring buyers, with the latter being a place business absolutely doesn’t want to go. So in a sense, business (at least enlightened portions) created customer-centricity to stop customers from “crossing over to the dark side.” But a sizeable percentage of customers in developed economies have already pierced the customer-centric line of defense – and have crossed over. And a lot more are coming.
The consequence? Companies have to be prepared to become “customer-reactive” and deal with customers who don’t give a rat’s a** about whether or not sellers survive. Very different business model than customer-centricity.
Are others seeing the same trend lines?