Glenn Ross has been asking Customer Service bloggers to chime in on the question "How Do You Define a ‘Customer-Focused’ strategy?". I’m late to the party, but I wanted to get in my two-cents worth – especially since our in our group’s mission is to "design and implement customer-centered systems to measure and enhance service quality."
To be simple and direct, I believe that customer-focused means that you’ve invested the resources to listen to your customers and discover what they want. Too many businesses follow what their gut tells them customers want. Others will listen, but only to the customers who call or complain. There’s likely a silent majority out there that have never contacted you and since they’ve never landed on your radar screen you’ve never talked to them.
If you truly want to be customer-focused then it starts with getting to know your customers. A small, statistically sound, directed survey of all your customers can be done economically, can assure you that your strategy is truly focused on your customers’ desires, and will increase your odds for success.
If you want to know how, email me and I’ll be happy to put you in touch with our customer research team!