You’re all about your customer – I hear you. You make what they want, deliver what they need, and bend over backwards, forwards and sideways to help them if they should run into trouble. Maybe you’re doing everything right, but maybe your company still isn’t customer-centric.
A truly customer-centric company involves their ideal customer from the beginning, in the product development phase (aka. customer development) to accurately target problem-solution fit. From there, a Customer Success strategy takes over, building into the product, company model and marketing whatever it takes to deliver the ideal customer’s desired outcome. Then, the customer-centric company keeps tabs on their success rates through something like a regular NPS survey, and adjusts accordingly.