Greg Baker, on October 5, 2007
Last month we talked about the nature of customer focused leadership and organizations. But how do you know if you have a customer focused organization? How do you build one? This month I want to share a consultant’s secret for understanding and building customer focused organizations.
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Greg Baker, on September 5, 2007
With all of the things that companies are doing today to become more customer focused, you don’t often hear what that exactly means to the organization and its leadership. To help with that, I would like to offer some perspective on what makes leaders customer focused, and some tips on what you can do to help your own organization improve in this area. In particular, how do we develop customer focused leadership that supports business operations and the people that deliver customer focused products and services?
Greg Baker, on May 5, 2007
In our article series we’re addressing a common challenge – how do we drive our businesses toward developing customer focus? This article will focus specifically on developing customer focused operations.
As we previously stated, the journey to implementing customer focus involves all parts of an organization, including:
Greg Baker, on January 5, 2007
As we discussed in last month’s article, many companies and organizations are working at developing customer focus in some fashion. Highlighting the individual level, this article discusses strategies and approaches for developing customer focused people.
To successfully implement customer focus, we have found that businesses need to focus on incorporating the customer into four areas. (more…)
Greg Baker, on December 5, 2006
As we discussed in last month’s article, companies and organizations around the world are concentrating on implementing customer focus strategies. Most organizations make the claim that they are customer focused or customer centered (who wouldn’t?). Yet some look more customer focused than others. Unfortunately, it’s not enough to simply make a decision to become customer focused. That would be like buying a guitar, taking one lesson, and declaring yourself a master musician.