Customer Are Always RSS feed:What is a Customer-Focused Strategy? Thoughts and Examp

[David Sandusky]

My RSS Feed is dedicated to customer service and Has Just Posted the Following:

What is a customer-focused strategy? That is the question that Glenn Ross of Customer Service Experience asked a group of customer service/marketing bloggers. Here are some answers he has received so far:

"Most simply, I would define “customer-focused strategy” as a view on business that puts customers at the center of business decisions...." -- Service Untitled. Read the rest of the thoughts on customer-focused strategy over at the blog.

I completely agree with what was said over at Service Untitled, but I'd like to add a few thoughts and examples...

One example of a company who has implemented a very successful customer-focused strategy is Zappos.com. The company's high level of customer service has been talked about over and over again by business analysts and customers. This customer-focused mentality was started by the CEO, Tony Hsieh, and that energy has spread all the way to the customer service reps. Every single employee of Zappos is indoctrinated into the belief that customers should always be taken care of.

A strategy is not "customer-focused" when a company is obsessed with the numbers and has the scarcity mentality. Instead of asking themselves, "Is this for the greater good of our customers?", they're constantly asking, "Did we make our sales goals?"

How would you define "customer-focused strategy"?
Photo Credit: Hussain Quantum
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