You Want To Put Your Customer Where?

One of the things we’re all learning to say nowadays is that “we’re putting the customer at the center of our company”. The idea is that where previously we focused on operational excellence we’re now focused on the customer. But it makes two big assumptions: The first is that we get to decide where customers should be, not them. The second is that our centers are the most important and desirable places to be. I’m not so sure.

Read More