Companies are “Adding Layers” …

This article is another great example of how companies are “adding layers” to better serve their customers instead of “streamlining” to better relate to customers. One of the principles of Customer Centricity, or, better, Relationship Centricity is that organizations must change themselves to better manage relationships with customers. Maybe the addition of a CCO (Chief Customer Officer) is a first step in this direction, but it sure seems like another misguided attempt to do the right thing without really changing the organization at all.