Executives Need to Listen
Executives Need to Listen Heading link
A global survey of 1,000 C-level executives revealed that just 10% of companies put customers at the center of their decision-making around innovation. Only 5% take the time to consult their employees before launching a transformation project. Although analysts and research firms often tout the benefits of being customer-centric, business executives are more focused on internal priorities than their customers’ needs.
“The question really is not whether companies should be customer-centric or not, but how to be customer-centric,” says Anna Cui, an associate professor of marketing at the University of Illinois Chicago who focuses on new product development.