Archive for December, 2013
Many companies claim that they want to "exceed customers' expectations." There’s a problem with this mantra, however. It is based on the supplier’s view of what its customers expect. And this is inevitably shaped by the rules and procedures that have been built up to "protect" the business. There are built-in limits. Employees understand that […]
One of the essential characteristics that every customer-centric organization shares is a culture of resourcefulness. It starts with the organization’s leaders. Their vision is practical, and even frugal, and it translates into the culture of everyone working there. The message is clear: “Focus on our customers rather than ourselves.” An excellent example is Barlean’s Organic […]
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