Why customer first? Because the world has changed.
Firstly, the internet happened. A great app can be sold to millions around the world, within minutes of being launched. The world got smaller. Markets got bigger.
Secondly, social networks became popular. This increases the “winner takes all” effect. Facebook. Google. iPhone. If you’re product is awesome, everyone’s going to hear about it.
Thirdly, even before the internet… software happened. Building apps needs much less investment than building factories and warehouses. Especially now we have the cloud.
It used to be that to make customers happy you needed money to build better factories. Nowadays, an app can be developed and hosted by one person working from the bedroom.
I believe that profit is commonly over-rated partly because investors are often focused on the short term. And partly because profit is easy to measure. It’s the easy option. Until recently anyway… social shares make it easier than ever to guage how many customers recommend your product. A/B testing makes it possible to run controlled experiments on your audience.
All the above factors mean that business is more competitive than ever. Which means that customer focus is more important than ever. Too many companies are stuck in the culture of the previous generation. Disagree? Leave a comment!