What every company must have to be truly customer focused


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Many people ask me about the key ingredients to being a customer focused business and ultimately there is one answer, customer focused leadership.

If the senior leaders don’t really get it, it creates a tough environment for those employees that recognize its importance.

Customer focused leadership is not only about understanding it intellectually, which most leaders do (even the most cynical), but behaving in a way that demonstrates customer focus.

Behaving in a customer focused way means bringing the customer’s perspective into every decision. If we change the way we handle customer service what impact will this have on customers? If we increase or decrease prices how will customer perceptions change? If we invest in this IT project what impact will it have on customers? and so on.

Incorporating a customer perspective seems like a simple change to make but unfortunately many leaders pay lip service to customer impacts sending a clear message to their organizations that employees can act in the same way.

How customer focused is your leadership?

Republished with author's permission from original post.

Christopher Brown
Chris Brown is the CEO of MarketCulture Strategies, the global leader in assessing the market-centricity of an organization and its degree of focus on customers, competitors and environmental conditions that impact business performance. MCS works closely with the C-Suite and other consulting groups to focus and adjust corporate vision and values around the right set of beliefs, behaviors and processes to engender more dynamic organizations, predictable growth, and customer lifetime value. In short we help leaders profit from increased customer focus.


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