It's very popular today for organizations to tell everyone they can get to
listen, "We are a customer-first organization." Few would argue with the
concept that the products we provide must meet or exceed our customers'
expectations. Our strategic plans all have the proper words and phrases in
them; the company's promotional materials all contain the "politically correct"
words and phrases; and our salespeople and executives are all equipped with
overheads or brochures with the correct verbiage to impress both competitors
and customers alike. However, do we truly know who our customers are? Do we
understand their needs and where and how often they take exception to our
products and services?
An online article by Joe Beck and Steve Konkel helps to identify and satisfy
customers as well as to stay in focus.
AplusA-online.de - Source: Stevenspublishing