I’ve read some comments recently on Linkedin saying, in effect, “Okay, we’ve gone through the “giving customers what they want,” phase, now it’s time to return to normal business.”
Five years from now, are customers going to be as or more empowered – and why? Or are we slipping back already towards renewed focus on realizing company profits before turning eyes towards customers – and why?
Making the wrong assumption here will wind up killing a raft of companies. However, all the data available to support this judgment is “rear view mirror” stuff. And to make matters worse, most economists never get down to customer sentiment and emotion levels – despite common agreement that consumers drive 70% + of our economy. Are you ready to wrap your brain around this question and make a projection that could decide your company’s fate? Or is your C-level executive team ready to cope with this issue?