Are you customer focused?

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.

  1. 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?
  2. KPIs – What are the primary measures of performance for the firm?
  3. Brand Promise – What is the primary focus of the brand promise of the company?

Reference: Tests for Customer Focused Companies

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