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If you re anything like me, you d like to think of your company as customer-centric. However, it s one thing to say your company is focused on the customer, it s another thing to measure this and put the customer at the center of every decision you make as a leader.
This is actually pretty hard to do if your business is set up so that only certain teams are customer-facing (most likely sales). At my company Twilio, we ve found the best way to be customer-centric is to make sure every team no matter what its function is talks to customers regularly. When our teams, from sales to marketing to developers, know the problems our customers face, we can better serve them. When we implemented this as a company value, everything changed.