Will Humphrey posted on LinkedIn (11 January 2024):
« True customer-centricity is vanishingly rare; it’s not just about pleasing your current customers through the lens of a large research department, or relying solely on ‘gut feel’.
In fact, those pesky current customers often get in the way from ensuring your business is healthy in the long term. I put it to you that focusing solely on your current customers is a trap – a sacred cow you’ll need to see beyond to understand who your future customers could be.
What might your buyers need from your brands and business in 2, 5, 10 years’ time? »
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