Definitions of Terms Must be as Your Customer Sees It

I am sitting on a plane right now, on the Tarmac, moving nowhere.  This reminds me of another aspect of a truly customer centric supply chain: Define terms as your customer sees them and not for your own internal metrics.

So, the airline app says I have "departed" and in their mind, I am sure I have. But in my mind, I am sitting in a tube, on a tarmac, going nowhere. I, the customer, consider departed to mean I am up in the air and heading to my destination. 

Lesson:. Define terms from a customer lens, not from an internal lens. When you do this, you will be on your path to customer centricity.