Should and organisation be employees centric or customer centric
Answers
One of the most popular phrases in customer service today is “customer centricity.” This is simply a focus on the customer, which means that everything the company does, every system and process that runs the business, has the customer in mind. The customer-centric organization wins because it focuses on the customer.
This reminds me of Jan Carlzon’s organizational chart from the 1980s: the upside down pyramid. Carlzon ran Scandinavian Airlines and took the losing airline to the most admired airline in the industry. Originally, the CEO was at the top of the pyramid and the organizational flow went to the second tier or, senior management, to the next tier, or middle management, to the base of the pyramid or the front line. Only this last group, connected directly to the customer. Carlzon said this was upside down. The customer should be at the top. Everything should flow up to the customer, who should be at the top, not the bottom, of the pyramid. This was brilliant thinking, and almost thirty years later business experts now refer to this as a customer-centric organization.