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7 Keys to Creating a Customer Focused Culture
* Describes the problem of de-motivated employees and how mission statements - that were touted as being the great saviors of workplace culture - have fallen short. * Outlines a new management concept called CAST Meetings. The idea was developed by Jeff Mowatt after 10 years of working with organizations that face this challenge. * Describes how, within the first year of using this method, one organization improved employee morale noticeably, increased worker productivity by 34% and reduced customer complaints by 400%.

Creating a Culture
Every company no matter what size develops some type of culture. The culture can be a productive one or, the culture can be a negative one. Whether you set out to create one or not your company develops a culture. That culture is the perception of employees who see and hear how things are done. Your culture is the summary of your environment, morale and management style. This article discusses what you can do to create the kind of culture which will move your company forward.

Other customer focused culture Related Articles

When Customers Understand the True Meaning of CRM
I preach this point. I wrote a book on it. I train people about it. I give workshops on it. I even beg people to do it. But no matter how hard I try, if a business owner doesn’t understand what Customer Relationship Management (CRM) is all about, then I am just wasting my breath. CRM is not about technology. It’s about a company’s culture and how that culture focuses on their customers. Needless to say that when I have a customer who gets this, I just love them. It makes it all worthwhile. And it does wonders for their clients and prospects too, which of course is what CRM is really all about.
Lesson #1: Obsess About Your Customers, Not Your Competitors
“There are multiple ways to be externally focused that are very successful,” says Bezos. “You can be customer-focused or competitor-focused. Some people are internally focused, and if they reach critical mass, they can tip the whole company.”

Achieving a Customer-focused Culture
Since customer satisfaction is key to increased sales, premium margins, and company growth, it makes sense to instill a customer-focused culture throughout the company. However, talking about customer satisfaction and taking the necessary steps to achieve it are two different things. Though many companies talk the talk, few are able to walk the talk. Here are seven hurdles to maintaining a customer-focused culture and how you can clear them.

Become a Customer-Focused Leader
In my recent articles, “To Be (Customer-Focused) … Or Not To Be…” and “Why Customer Focus Differentiates” I offer a number of compelling reasons for the strategic importance of making Customer Focus a critical business strategy. If you found these reasons compelling or you already knew in your gut that Customer Focus is strategically essential, then your goal must be to create a customer-centric culture throughout your company. If this is the case then you will need to embed customer focus into everything you do. This article describe t leadership qualities needed to create a cutomer-focused organization.
Creating a Culture
Every company no matter what size develops some type of culture. The culture can be a productive one or, the culture can be a negative one. Whether you set out to create one or not your company develops a culture. That culture is the perception of employees who see and hear how things are done. Your culture is the summary of your environment, morale and management style. This article discusses what you can do to create the kind of culture which will move your company forward.
Customer Service, Customer Satisfaction
Customer attraction, satisfaction and retention, to knowledge, products and services (both internal and external) are driven by the customer’s perception of the value of the offerings relative to the competition. They are also driven by the connection the customer makes to the “real” or practiced organizational culture. Do they like doing business with the organization?

What culture do you develop?
As a leader have you considered the culture you want in your organization? A culture of an organization is determined by the behaviors and perceptions of your people. Consider, how your people treat your customers, how they treat each other, what their perception of your suppliers is, or more importantly, what do they think of the leaders and managers? You have heard the phrase 'walk-the-talk', people are watching you and based on your behavior they develop perceptions and will act accordingly. As an observer of an organization, it is very easy to identify the culture, one visit to a store, one interaction with the sales team, or customer service department will provide you with an indication of what is happening in that organization.
Creating a Sales Culture
One of the challenges that many companies face is to create a sales culture when the existing culture is more orientated to customer service and account management.
Leadership and Service
Customer or client service directly reflects the culture that exists in an organisation. This culture is largely determined and maintained by the leadership the organisation provides. Over some 7 years Douglas Long has proved that the right sort of customer satisfaction assessment - that driven by the customer not the supplier - can be used to improve profitability. In this article Doug Long uses an actual experience with a major computer supplier in order to illustrate the need for good customer service and good leadership. He provides some pointers on how this is done.
Acquiring The Practice Of Outstanding Customer Satisfaction
If the old saying ‘The customer is always right’ remains true in today’s consumer-focused establishments, it makes perfect sense that outstanding customer satisfaction should lie at the heart of any organization.

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