Customer focus is – or at least it should be – at the heart of every company’s strategy.
At the same time, many companies are struggling to translate customer centricity into concrete actions embracing all teams and employees.
When companies want to become more systematic in their focus on customers, they typically need to develop
• methods to listen to customers
• ways to turn data and insights into actions
• commitment to follow through the impact of actions.
Creating processes and practices for listening to customers and acting upon their feedback is ideally developed to a system for ensuring continuous improvement and profitable growth. The book ‘Committed to Customers‘ introduces a systematic 5-step model for developing customer-centric company practices.