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Customer Focus Is a Strategic Choice

Canadian Management Centre

The road to Customer Focus Land is paved with great intentions. As the CMC/HRI Magnifying Customer Focus surveyindicates, respondents know what needs to be done. They are fully aware of the need for executive sponsorship, ongoing contact with customers and fast complaint resolution. But somehow, due to lack of time, budget or resources, the required actions are not executed at all or are not executed to the extent that they should be. The importance of the customer and the need to become a customer-centric organization is not disputed. The serious challenge is in the execution.

The Missing Ingredient

Why is it that these seemingly self-evident actions do not reach full execution? Why is it that despite a clear awareness of what needs to be done, companies arent making it happen? Why is it that despite their constant rhetoric about the need to become customer focused, companies do not actually execute?

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  • "  Jason Orr was a phenomenal speaker. He was able to bring the material down to a level that all of the students were able to understand and relate to, regardless of the wide range of skills, knowledge, and responsibilities that were present. His teaching methods and tools allowed me to absorb more course material than I´ve ever been able to in previously taken courses.  "

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