Lessons in Customer Service

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Achieving sustainable profit growth requires nurturing customer relationships built on trust, reliably delivering on promises and innovating beyond the familiar. These three articles explore the collective mind-set, beliefs and values that set leaders apart.

Courtesy of Procter & Gamble

Is Your Company As Customer-Focused As You Think?

To become a customer-focused organization requires senior executives to open up communication with people throughout the organization so they can hear what is actually going on — as opposed to a sanitized version. Few companies make this leap, even though not doing it can hurt long-term performance. However, managers can come to terms with their company’s weaknesses in the realm of customer focus by posing a set of five questions specifically designed to uncover their vulnerabilities.