[Video] Customer Focus: Making it Happen
Some practical advice from Graham Clark on how to become and remain customer focused in your business. I am particular heartened by his point that customer unfocused businesses are placing too much emphasis on outputs rather than outcomes, something I touched upon with relation to the public relations industry.
I very much like the concept that excellent customer service needs to be system wide, not just point of contact, and that customer focused businesses are relationships based, not looking to slash costs in the name of efficiency. In all, some excellent food for thought.
What do you think? Is your organisation customer focused? How do you do it?Tags: culture change, customer focus, customer service, relationships