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Care Beyond Customer Centricity | Why Purpose Creates Better Businesses
Today's Dose introduces a subtle but profound distinction between customer centricity and care.
Customer centricity asks, "What does the customer want?" Genuine care asks, "What is truly good for the customer?" Those questions often overlap—but they are not the same.
This distinction mirrors the progression of the PM² framework. Transaction-first organizations exchange products for money. Product Thinking elevated the discipline by putting users at the center of product design, fundamentally changing how great products are built. Yet, in many organizations, this customer focus still…
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