What I’m Reading: Customer Centricity

Customer Centricity: Focus on the Right Customers for Strategic Advantage, by Peter Fader

I’m back with the latest “What I’m Reading” episode. Today, the book is Customer Centricity. It’s helping me in my thinking as we drive our customer experience strategy here at USANA.

Customer CentricityOne big takeaway for me is the analysis of customer centricity vs. product centricity. At USANA, we’ve been very successful at a product-centric strategy. It’s definitely served us well.

But I believe that for us to get where we want to go, we have to evolve and center our efforts on the overall customer experience (which, obviously, includes providing our Associates with the best possible products).

We at USANA — and our thousands of independent business owners — are in an excellent position in today’s marketplace. It’s important to be able to connect one-on-one with our customers. We have built relationships and we can build upon those relationships to set us apart even further.

As we become more customer-centric in our approach and we truly connect with our customers, I believe all of us will be much more successful.

As the CEO of your own business (if you’re a USANA Associate or other entrepreneur), I invite you to think about ways in which you can be more customer-centric. To connect with new and existing customers. Determine how you can build better relationships. And most importantly, seek ways to add value.

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