Free Resources: Customer Focus

If people are an organization’s most important asset, then why do so few organizations actually implement programs that help individuals achieve their potential?
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Free Resources


	Continuous Improvement		Organizational Change

	Customer Focus		Organizational Design

	Leadership Principles		Workforce Performance

	Customer Focus Should Drive Culture
	Culture is the combination of values, beliefs, and informal rules that describe "how things really work around here" and every organization has one. Cultures are not taught.they are caught. And once caught they are one of the most powerful tools for shaping and guiding behavior... Read more


	From Customer Service to Customer Satisfaction
	Companies often use the term customer service and customer satisfaction interchangeably, but they are very different... Read more

	Keep Customer Focus First
	I seldom meet a leader who doesn't speak eloquently about his company's commitment to customer focus and service. Yet, poor customer service often appears to be the norm with plenty of personal stories to go around. Many companies can't even describe how they intend to deliver excellent customer focus, but most do have procedures to address customer issues.in other words, to correct poor service after the fact... Read more