Focusing on Your Customer

Getting to Know Your Customers

 

The relationship between a loyal customer and successful organization is a dynamic, ongoing process fueled by constant two-way communication and responsiveness.

The difference between average and excellent organizations is how effectively management obtains feedback from customers, listens to it, communicates the information internally, and acts on it. Instead of telling customers what to do through constant advertising and hard-sell pitches, companies must focus on listening. Every organization already has built-in mechanisms for getting feedback, but many don’t use these mechanisms well. By understanding these ...