This article is another great example of how companies are “adding layers” to better serve their customers instead of “streamlining” to better relate to customers.  One of the principles of Customer Centricity, or, better, Relationship Centricity is that organizations must change themselves to better manage relationships with customers.  Maybe the addition of a CCO (Chief Customer Officer) is a first step in this direction, but it sure seems like another misguided attempt to do the right thing without really changing the organization at all.

Michael Ruckman

Senteo Founder, President and CEO

During his career, Michael has worked both as a banker and as a consultant for retail banks in more than 30 countries around the world. He has delivered a variety of successful projects ranging from business strategy to the launch of fully transformed retail institutions.

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