Your customer-facing employees should never have to struggle with balancing customer advocacy with company loyalty.

If companies and their leaders would be customer advocates, as they should be, there would be no conflict. 

It’s when leaders are inwardly focused that it becomes hard for those who look outside. When you see only what you want, it becomes almost impossible to see what others want. And you end up leading your team to see like you, inward, self-centered. 

This, of course, is a recipe for disaster. You are driving with blinders on. You see the gold at the end of the rainbow but miss the pothole in front of you. 

And what of your customers? What do they do? They wait. They hope. Or, they leave. They leave and look for someone who will advocate for them. They leave and look for someone who cares, someone interested in customer wellbeing not just company wellbeing. 

We need customer advocates because we want to be cared for. You need customer advocates, too, if for no other reason than to make you aware of the potholes. 

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