| In my extensive consulting
experience, I have observed the following manifestations of
a lack of focus on customers. To gauge the urgency of your client
focus and customer satisfaction measurement needs, review the
manifestations below. If any apply to your organization, please
contact me for a consultation. |
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Customer Satisfaction Measurement - Voice of the Customer
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Having insufficient
or no customer satisfaction measurement; no platform for a data-driven
improvement plan; no measures for each contact point. |
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Customer Focus
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Saying and meaning that
customer focus is important, but not having a clear strategy
and/or improvement game plan; delegation of improvement ownership
by CEO to functional managers. |
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Realizing that improvement
efforts and plans are focused more “inside-out” rather
than “outside-in”. |
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Having started a customer
focus initiative, but feeling that it is faltering, has lost
steam and needs ramping up. |
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People being insufficiently
“turned on” and committed to deliver legendary service. |
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Seeing service quality
improvement as a program rather than a holistic organizational
redesign process that requires fundamental change and endurable
commitment from management and employees alike. |
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Customer Alignment
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Developing and implementing
a brand strategy in a services business - but not fanatically
managing "moments of truth" - a service brand’s
promise is at stake each time a customer is served. |
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External service to
customers is seen as important, but internal service remains
lacking. |
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Experiencing blockage
due to misalignment between improvement goals, and strategy,
people, process and customer. |
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Link to Results
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Having a number of improvement
initiatives and programs underway, but your people don’t
see cohesion and connections. |
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Being focused on service
quality improvement programs rather than outcomes: “Activities
versus Results Focus”. |
