I laughed a little the other day when asked this question. Customer Focused means so many things - the vision - the values - the mission - the standards - the teachings - the culture - the language - the way things are prioritized - the way people are promoted - the way people are hired, oriented, paid, challenged and developed - what we talk about in our meetings and how we share it - what we measure, what we reward, how we allocate resources - how we communicate and even how we do the math. (Do you know your retention or loyalty rate? Your NPS? How highly your employees rate you as good/great to work for?)

What Does Being Customer Focused Really Mean?

I laughed a little the other day when asked this question. Customer Focused means so many things – the vision – the values – the mission – the standards – the teachings – the culture – the language – the way things are prioritized – the way people are promoted – the way people are…

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Happy People

Hypersensitive customers!

As if businesses weren’t struggling enough these days, a recent study out of the U.K. has revealed the emergence of the “hypersensitive customer,” a consumer that has less cash, more information and less tolerance for poor customer service than ever before. The study, conducted by UK accounting and business consulting firm BDO Stoy Hayward, found…

2 CommentsCreating Customer Happiness, Customer focus, Customer Loyalty, Customer Retention, Customer Service, Leadership

Core Competencies

Core Competencies

I love Peter Drucker, always have, always will.   I started learning Druckerisms early in my career since he was a favorite consultant of my former boss, Gerry Leeds. http://leeds.colorado.edu/About_Leeds/interior.aspx?id=238   Drucker believed that every three years every company had to take a look at their “Theory of Business.” That theory is made up of the…

Creating Customer Happiness, Customer Experience