Who do you view as your customers? Your customer is not just the consumer of the end product or service your company sells. Your customer is everyone you interact with throughout the journey of business. Your suppliers are your customers, your partners and staff are also your customers. Your business is providing these stakeholders with a service and experience. They have a choice just as the end consumer of your products do. Your staff can choose to work elsewhere, your partners and suppliers can work with other companies. Too often we forget about the experiences of those connected to us and focus only on the ones giving our organisation money. Every experience with your business is a reflection of you. Put all of our business touch points and experiences in the centre of our world when considering process and system change. Consider all those involved.
Customer centric should now be stakeholder centric.
Customer empathy should be stakeholder empathy.
Customer experience should be business experience.