Losing Focus from Customer Centricity ?
3 min readFeb 24, 2021
The phenomenal success of the tech and ecommerce industry is attributed to having solved many customer pain points at scale. Despite that, it is now commonplace (almost a standard) to see the industry pursue certain programs or patterns which aren’t customer centric but driven by business benefit. What is even more ironical is that companies who claim to have customer focus in their ethos have also pursued them. I’d…