Mens Et Opera - Reloaded

For readers who might be interested, I thought it would be useful to gather together in one place links to various posts on Omnichannel and customer-centricity. On to the posts. It's the customer, stupid! The "relational gap" in the Australian Retail sector  The misleading Omnichannel...thing Business as a Calling: How Catchoftheday and Tinyme fulfill their call Omnichannel doesn't necessarily mean customer happiness Does Product-Centricity conflic with Customer-Centricity? Drop Shipping: the competitive advantage of pure players over bricks and mortar What's customer experience, anyway? "The Company is like a verb whose subject is the customer" Enjoy!

I have noted that the (right) emphasis on customer-centricity is drawing attention away from the other fundamental constituent of most businesses: the product! This should not be the case. I had an engaging conversation with an industrial designer yesterday. It is amazing how much of their work is focused on customer expectations and product design to match those expectations. Retailers should learn a lesson here in a multi-disciplinary approach to break down silos, extend their market share and their share of customer. In her words: Product Centricity is your strategy to design, manufacture, distribute to people who needs your product. Customer Centricity is your strategy to satisfy individual customers by meeting as many of his/her needs as possible. End quote. This point has been greatly exemplified by Don Peppers , founder of Peppers&Rogers Group. Here is his take: [It] should be clear that customer centricity doesn’t actually conflict with product centricit...