Putting the customer at the heart of your business

“The Customer is King” has been around as a concept since the first arrowhead trade fair. Are we getting nearer to living that belief or further away? What does the customer really think, and how can we harness their views to help rather than hamper our strategy development?
In this paper I examine some of the reasons why the customer often gets left out of the process, and offer suggestions for ways to reintroduce them.