Leadership in Action: In Focus—Customer Commitment—Client Focus Leads to Success

In Focus/Customer Commitment: Client Focus Leads to Success

Pete Hammett

Show me an organization's commitment to its customers, and I'll tell you not only how well the organization is currently performing but also its prospects for the next five years. There is perhaps no better metric for discerning an organization's current and future performance than the maturity and sophistication of that organization's customer focus. And you don't have to look that hard to get a measure of an organization's commitment to its customers—the signs are easy to spot.

What are the signs that indicate how much an organization values its customers? To find out, reflect for a moment on how a new employee or a visitor would discern the importance your company places ...