16 Jan Customers First Is Not a Poster
Most companies say they’re customer centered organisations.
Then they measure:
- internal efficiency
- short-term sales
- campaign ROAS
- quarterly targets
And customers feel the gap.
Customers First came from watching this happen over and over.
Customer-first isn’t the intention.
It’s behavior.
It’s what your team does when:
- a policy collides with a person
- a process creates friction
- service is inconvenient
- “nobody is responsible”
The strongest brands design customer-first as an operating system:
- clear standards
- empowered employees
- fast problem resolution
- accountability loops
- and a culture that protects trust like it’s oxygen
This is another dimension I bring as an advisor.
Not just what you say in marketing, but what your organization proves in action.
Quick question:
Where do customers feel your internal structure more than your external promise?
Onward!
BJ