Instilling A Customer-Driven Culture T he focus of any organization, no matter how big or small, must be the customer . Unfortunately in today's business climate there is a lot of lip service paid to focusing on the customer, but very little actually being done about it.
Companies actually fool themselves into thinking they are driven by the customer.
But the right way to look at this is that it creates a great opportunity for you to differentiate yourself from your competition by really focusing on the customer. They further understand that it is their r esponsibility and will, therefore, be held accountable for delivering the highest possible level of service to all customers . Their overall performance is measured heavily on the level of service delivered. It is a condition of employment. Input is gathered from customers prior to making significant strategic decisions .