Date Added: Jan 2010
Every company is absolutely convinced that it is customer centric. Serving the customers, the CEO will argue, is what everyone in his operation does. After all, he sent a memo to everyone in the organization about the importance of the customer. He also approved the acquisition of posters that artistically depict the customer as king and now decorate the headquarters' walls. This conviction, which is a self-deceptive perception, is the No. 1 threat to any executive trying to launch a customer strategy in his company.