Issue #12 | Nov 2025

Hello Reader,

The biggest mistake growing companies make!
They start looking at the business only through reports and dashboards
instead of also looking through the customer’s eyes.

Meet Nikhil, MD of a successful retail chain.
His stores were performing well, sales targets were met, and expansion was underway.

But complaints started rising. Customers said the brand felt “transactional.”
Repeat purchases dropped. Despite smooth internal processes, something was missing.

Nikhil’s flaw? He was running the company by numbers, not by customer truth.

One day, Nikhil visited a competitor’s store. He noticed something subtle:
The manager wasn’t just tracking billing time or footfall.
She asked customers questions like,
“Did you find what you were looking for today? What could we improve?”

That hit him.
His business wasn’t losing customers because of weak products or poor prices.
It was losing them because nobody was truly listening.

Nikhil made a bold shift:

• He introduced customer journey reviews in every leadership meeting.
• Launched a “Voice of the Customer” program where teams shared stories, not just numbers.
• Created feedback loops, capturing what customers felt, not just what they bought.

Within six months, loyalty scores rose, referrals increased, and the brand felt alive again.

Nikhil learned:
Customer centricity isn’t a strategy - it’s a lens.
And if you stop looking through it, you start losing relevance.

🧩 The Solution:

Message:
​Dashboards tell you past performance.
Customers tell you what needs to addressed.
And if you’re not listening, someone else will.

From the Desk of Vijay ​ Business & Leadership Coach | Entrepreneur | Author | Inspiring Change ​ ​ "Great businesses are built by great business owners."

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