Cultural Transformation Through Jobs to be Done

Building a Customer-Centric Organization

The Challenge

Organizations across industries struggle to build truly customer-centric cultures despite widespread recognition of its importance. According to recent studies, 80% of companies believe they deliver "superior customer experiences," yet only 8% of their customers agree. Despite investments in customer experience initiatives, voice of customer programs, and customer journey mapping, many organizations continue to make decisions based primarily on internal priorities, technical feasibility, or executive preferences rather than genuine customer needs.

This disconnect between aspiration and reality creates significant business challenges. Companies with low customer-centricity scores are 60% more likely to lose market share and experience 45% higher customer acquisition costs. Meanwhile, organizations…