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

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RUDE AWAKENING

Organizations that are content to be on a par with their competition in customer intimacy are destined for a rude awakening to mediocre performance and customer defections. Customer intimacy is the fuel for product innovation. It is the difference between meeting market demand and offering a product that no one wants. It is the insight that enables an organization to deliver the superior product and service quality that the market will pay a premium to receive.

Pete Hammett is director of the Client and Assessment Services Group at CCL. He holds a Ph.D. degree from Regent University.

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