Dave's Top 10 - Top 10 Ways to Build a Customer Focused Organization

#10
Make improvements every day. If it ain't broke, fix it!

#9
Understand that things will change in the future.
If you don't accept and adapt to change, you will fail.

#8
Ask yourself, "What will my customer think about this"
each and every time you make a decision.

#7
Design feedback that tests what matters most to customers,
not just what matters most to you. There is often a big difference!

#6
Make the link to the bottom line.
If customer focus is not profitable, you're not doing it right.

#5
Answer the three basic questions: "Who are our customers?
What are their needs? How well are we meeting those needs?"

#4
Recognize that customer experiences are multi-faceted.
It's about much more than just products and services.

#3
You cannot change culture by changing culture.
Change measures, leaders and processes instead.

#2
Work for people who get it. If leaders don't get the importance of
customer experience, customers won't get the level of service they deserve.


And the #1 tip for building a customer focused organization is:

Recognize that customer focus is an organization design issue. If you are not customer focused, it is because your organization is not designed to be.