Now let’s consider what happens when we shift this universe, as illustrated in Figure 5.3 , to position the customer at its center. The first thing we notice from our Customer-Centric Influence Model is that it’s not a direct reversal of the former.
When influencers are at the center, the orbiting planets are their various followers. When the customer is placed at the center, an entirely new universe opens up. In this universe, the people, institutions, technologies, and communities that impact purchase decisions orbit the customer.