Customer focus is a buzz phrase in

Customer focus is a buzz phrase in the service industry today that basically means putting customers at the center of every decision you make for your business. When it is time to change a procedure or implement a new policy, the first question that should be asked is, “How does this change impact my customer?” Many companies find that when they start asking that question on a regular basis, it dramatically changes how they do business.

The Mantra and the Reality
Customer focus is a mantra in business today, making its way into corporate slogans, promotional material and advertising. It may be posted on the wall of the employee break room or broached at staff meetings. Unfortunately, customer focus is not implemented as often as it is talked about, which offers little benefit to the actual customer. Customer focus changes the way companies do business, by putting the customer at the forefront of operations, policy and training. It is not a subject to simply talk about or an advertising slogan; it encompasses the entire corporate philosophy of a business.

Customer focus is about much more than simply meeting customer needs. This practice is like getting a steady string of “C’s” on a report card – it’s average, but not much more. When a company becomes customer focused, employees become committed to exceeding customer expectations, and not just once in a while, but through every customer interaction. When the customer becomes the center of the business, making the customer happy becomes the most important job the business must do.

Results (English) 2:

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