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Sustain Customer Focus
Don't lose
focus on the customer
if you don't want to lose them and your business.
Sadly,
mature companies often forget or forsake the thing that made them
successful in the first place: a customer-centric
business model. They lose
focus on the customer
and start focusing on the bottom line and quarterly results. They look for
ways to cut costs or increase revenues, often at the expense of the
customer. They forget that
satisfying customer needs and relentless
value innovation is the only path to
sustainable growth.. This creates
opportunities for
new,
smaller companies to emulate and improve upon what made their bigger
competitors successful in the first place and steal their customers.
That's why large corporations keep trying to
design
business processes that will give them the
customer-service
advantages they once held as small businesses.
Google's 10 Guiding Principles
Focus on the user and all else will follow...
GE Leadership Effectiveness Survey (LES)
Has developed and communicated a clear, simple, customer-focused Vision /
direction for the organization...
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