I have always been puzzled by the biblical text that puts “You shall not covet” as the finishing flourish of the 10 Commandments, as if this is more heinous than murdering, lying, cheating, stealing. There is no action involved. It is more about attitude. What’s the problem here? And what does it have to do with customer-centric marketing? (The committed acolytes at this point will intone, “Customer-centric marketing embraces Life, the Universe and Everything” in 6-part harmony).
But if you think for a moment about what can transpire in the commercial world, based on the desire to achieve what someone else has (that you have not) then you have a frequent motive for businesses, sometimes egregiously, sometimes sublimely lying, cheating and stealing, to achieve their goals. In the geo-political and ethnic world, you get war.
So, in a nutshell, covetousness is a great way to kill any chance of a relationship.
When I speak about the Goals-centric enterprise (in contrast to customer-centric), there is a question as to the motive behind the goals of the enterprise. Covetousness, some would say, is the root of ambition, of aspiration, of even invention. If the emotion exists there must surely be a positive angle.
Relationships are also goal-centred. It just comes out that the goal of a relationship is to give to each other in a harmonious state of reciprocity, not to take from each other in a duel of one-upmanship. Coveting is also about exercising Control: to manipulate the relationship so as to exact the most reward for oneself.
Media and advertising are playgrounds for the exercise of control. Share of Mind: what is that? It is the calculated manipulation of media to control the consumer. Marketers talk about it as if it were a game of marbles. Hey, isn’t a game of marbles also about control? It is in the nature of competition to exercise influence and control in order to achieve your goals. But it can go wrong, because when the drive to control gets out of control something Evil happens.
Customer-centric marketing is about building relationships based on the customer’s values, separate from the latent desire to control. To control is inherently human, but to dominate is problematic. In friendships and relationships we exercise control to create an environment in which our wishes are shared. Competition comes from other potential relationships. The best, best friend is the one with whom we share such a harmony that other potential relationships cannot compete. There is some element of control in all relationships, but it is maintained within a healthy, bi-lateral state.
When your product, service or business fully embraces all the values and needs that your customer has for that slice of their life, competition cannot breach the relationship. BUT, when your product, service or business takes on that covetous, goals-centric mentality, the customer will get shorted out at some point, when the price goes up or the quality goes down or the services are cut back, for the wrong reasons. Relationships can even endure hardship, if they are based on maintaining shared values. There is a marketing technique for reaching out to these values and building relationships. I call it Touch Marketing, and I use it all the time.
Back to topic: so, the root of all evil is Covetousness. And the remedy is honest-to-goodness relationship building: in politics, in war, and in business.
