The Top 10 Ways to Build a Customer Focused Organization
Make improvements every day. If it ain’t broke, fix it!
Understand that things will change in the future.
If you don’t accept and adapt to change, you will fail.
Ask yourself, “What will my customer think about this”
each and every time you make a decision.
Design feedback that tests what matters most to customers,
not just what matters most to you. There is often a big difference!
Make the link to the bottom line.
If customer focus is not profitable, you’re not doing it right.
Answer the three basic questions: “Who are our customers?
What are their needs? How well are we meeting those needs?”
Recognize that customer experiences are multi-faceted.
It’s about much more than just products and services.
You cannot change culture by changing culture.
Change measures, leaders and processes instead.
Work for people who get it. If leaders don’t get the importance of
customer experience, customers won’t get the level of service they deserve.
And the #1 tip for building a customer focused organization is:
Recognize that customer focus is an organization design issue. If you are not customer focused, it is because your organization is not designed to be.