How does customer obsession typically change as companies grow?

As companies grow, their customer obsession often diminishes. This can happen due to various factors, including increased complexity in operations, the introduction of new layers of management, and a shift in focus towards scaling processes and maximizing profits. When organizations expand, there may be a tendency to prioritize internal efficiencies or shareholder interests over individual customer experiences. Additionally, the more a company grows, the harder it can become to maintain personalized relationships with customers, which can further contribute to a decrease in customer-focused initiatives. Thus, customer obsession may not be sustained at the same level as when the company was smaller and more agile, leading to a waning emphasis on customer-centric practices.