The Missing Piece For Customer Centric Companies: Your Insights
There is no denying it, we are living in the Age of the Customer. Some doubted Josh Bernoff from Forrester when in 2011 he made the bold claim that the only competitive advantage a company has is how it engages with and wins over its customers. Only a couple of years later, there is little room for debate as a roster of companies including Amazon.com, Salesforce.com, Cisco and even MetLife have come forward as leaders in customer centricity. In fact, Amazon.com has gone as far as to embark on a mission to be Earth’s most customer-centric company, where customers can find and discover anything they might want to buy online at the lowest possible prices.
In Bernoff’s research, he notes that from 1999 through 2010, companies and consumers were living in the age of information centered around connected PCs and supply chains. In this decade, those companies that controlled information flow dominated the market (i.e. Comcast, Google, American Express, E*TRADE, etc.). This decade, which started in 2010, companies that connect with empowered customers will be rewarded. Bernoff predicted that companies like IBM, Facebook and Apple would lead the pack in this decade. The reason? It’s as simple as customers now have real-time information about pricing, product features and competitors; they hold all the advantages.
Read the full byline from Andrew Reid on WIRED.