Some of the key questions to ask yourself to determine areas of customer feedback to explore, according to Patterson, are:
- Would your customers say you’re mobilized on their behalf?
- How do you play a role in helping them with their supply chain?
- Do you understand what value means to them?
- Would customers think you develop new products and services with their needs in mind?
- Do you see yourself in a relationship with your customers, or are they just people to sell to?
In the end, Patterson recommends firms look at customer-centricity through this lens: “Success at being customer-centric means focusing on targeting the right customers, providing a meaningful value proposition to them, delivering those products and services that fulfill that promise, and then performing against those promises.”