Welcome to today’s one-minute business brief. An often-overlooked competitive advantage isn’t your tech stack or market share—it’s your leadership team’s “customer obsession.” When executives champion customer needs, everyone else follows suit. Leaders who spend time with real users—even frustrated ones—create direct feedback channels and “measure what matters to customers, not just what’s easy to track internally.” That focus ripples through marketing, product, and support. Messaging becomes pain-point driven, development prioritizes meaningful value, and support teams get the resources to resolve issues fast. In one case, merging marketing, customer success, and renewals unlocked insights into the entire journey and revealed friction points invisible in silos. Practical steps to get there? Start executive meetings with customer insights, map cross-functional journeys, set up direct feedback to leadership, and redesign incentives to reward customer-centric behavior. As the article reminds us, customer experience is “the most defensible competitive advantage.” Let your rivals chase metrics—your moat keeps getting wider.
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