Greg Baker, on September 5, 2007
With all of the things that companies are doing today to become more customer focused, you don’t often hear what that exactly means to the organization and its leadership. To help with that, I would like to offer some perspective on what makes leaders customer focused, and some tips on what you can do to help your own organization improve in this area. In particular, how do we develop customer focused leadership that supports business operations and the people that deliver customer focused products and services?
Greg Baker, on December 5, 2006
As we discussed in last month’s article, companies and organizations around the world are concentrating on implementing customer focus strategies. Most organizations make the claim that they are customer focused or customer centered (who wouldn’t?). Yet some look more customer focused than others. Unfortunately, it’s not enough to simply make a decision to become customer focused. That would be like buying a guitar, taking one lesson, and declaring yourself a master musician.