11
EYE OF THE CUSTOMER
In This Chapter
• Engagement and the Customer
• Sales
• Service
• Challenges of a Distributed Workforce
Everything we do as an organization should be focused on the customer. Unfortunately, politics, ego, fear, and self-interest often get in the way. Are we viewed as solely vendors? Are we reactive in serving our customers, or do we offer real value? Organizations that are actually customer focused, and show it through integrity-based actions and decisions, gain more loyalty from their customers because of a unique customer experience. These organizations are viewed as partners and their people as advisors, collaborators, and special. That experience is based on a culture that breeds employee engagement and customer ...
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