the Customer-Centric Worldview
From Introducing the Customer-Centric Worldview on GoodExperience: "It was all a difference in perspective. The clerks were explaining to me how the product return affected them (they would have to call the catalog and manage the return) and not how it affected me (I could only get store credit). Had they simply communicated in my language, the interaction would have gone much better all around: 'We'll be happy to take that back, sir, though we can only issue store credit for it.' Whether online or offline, customers now have unparalleled power to research and transact with companies exactly when, where, and how they choose. There is a new worldview at work that companies must either embrace, or ignore at their peril." As it has and will for years and years, the business world revolves around the customer, not your business.
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