Over the weekend I came across this article about My Muscle Chef winning the 2024 Canstar Blue award.
https://lnkd.in/gpQKu443
Reading it, one thing is clear—understanding your customer goes beyond just delivering a good product.
Truly listening to customer needs, anticipating their pain points, and constantly adapting is key.
But here's my question: How many executives can honestly say they know their customers well enough to drive the kind of loyalty that My Muscle Chef has achieved?
It’s easy to claim customer-centricity, but the real test is in the details:
Are the best leaders personally engaging with feedback, or are they relying on reports and metrics?
Are they adjusting pricing, service, or product offerings based on what customers actually want—or sticking to what’s comfortable?
How willing are they to pivot based on real-time feedback?
In my experience, the best FMCG leaders understand not only the product but the people behind the purchase.
When recruiting for senior roles, the question shouldn’t just be about skills or experience—it should be, Does this person genuinely understand and empathise with the customer?
The future of leadership is empathy-driven and customer-focused.
Without that, you're just a company with a product, not a brand with loyalty.
Thoughts? How do you ensure your leadership team is truly aligned with customer needs?
#Leadership #CustomerCentric #HiringExecutives #Loyalty
Today’s corporate leaders must make long-term strategic decisions in the face of overwhelming uncertainty. The food & beverage industry is rapidly changing.