‘All for One’ Is the Mantra That Serves Consumers First and Best
Posted in: Uncategorized“If a team is to reach its potential, each player must be willing to subordinate his personal goals to the good of the team.” That’s from Bud Wilkinson, the great coach whose University of Oklahoma teams once won 47 games in a row, the most ever in college football. It hurts as a Nebraska fan to say it, but I really like that quote.
Wilkinson’s exhortation is equally insightful for a customer-centric strategy. The goal of each channel, campaign and product plan must be subordinate to the target of optimizing value with customers. Just as a football team must have the appropriate players and coaching staff to fit its game plan, a firm embracing customer-centricity needs to be aligned with its economic engine.
Some companies will base their earnings on always having the lowest price, superior distribution or being the industry’s innovation leader. No matter how many “we HEART our customers” signs they display, customer-centricity will always be just “nice to have” for these companies; their economic engine enables them to be successful in other ways.