Introduction
A customer-focused culture in organizations is not easy to really “get.” Most business leaders would agree that the concept is not very tangible, not easily accessible, not readily measurable, and not easy for many to explain. Some think of it as good customer service, others as having satisfied customers, and still others as providing a good customer experience.
Most organizations would claim to have some level of customer focus. Their marketing and sales teams identify the needs of particular market segments and target them. Their customer service teams aim to offer prompt, relevant responses to customer problems. Few, however, ...
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