To achieve excellence, firms must stop thinking of their customers as consumers. Thinking of customers as users helps innovators focus on creating functional value for them. Going a step further and viewing them as human beings emphasizes users’ happiness. Rather than seeing good products solely as a way to generate profits and business growth, human-centered businesses look at them as a way to make people happy.
“Consumer-centricity is about understanding people in order to sell them something. Human-centricity is about understanding people to build real value in their lives.”
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