What Exactly Is Customer Focus?
the specific practices that implement the values

Abstract

Leaders want their staff to be customer focused. But just preaching its value or putting up slogans on posters won't make it happen. Staff need clear guidance on what's expected of them -- clear practices that tell them exactly what to do.

Brainstorming by over a thousand executives over the past 15 years has resulted in a database of "ideal practices." It defines in unambiguous terms exactly what behaviors constitute customer focus.

This session explains why leaders must go beyond values to describe ideal practices. It presents an overview of the specific practices that make an organization customer focused, and it suggests a pragmatic process for implementing them.

Outline

* Values aren't enough

* Database of ideal practices

* Overview: what customer focus means

* Drilling down: the specific practices of customer focus

* Implementation: defining, then teaching your ideal practices

Contact us to discuss your specific interests and requirements.