In a world where customers (both end consumers and intermediate customers) are becoming increasingly powerful, all companies declare that they are “customer-focused”. Few really are. How does one determine if you are or not?
John Hagel offers questions, the answers to which could answer if you are customer focsed.
- Power Core – Who in the organization holds real decision-making power? Is it the organization that manages relationships with the customer or is it some other group?
- KPIs – What are the primary measures of performance for the firm?
- Brand Promise – What is the primary focus of the brand promise of the company?
Reference: Tests for Customer Focused Companies