Customer Focus, Customer Performance, and Profit Impact - Customer focus and profitability - Building a strong customer focus

5 important questions on Customer Focus, Customer Performance, and Profit Impact - Customer focus and profitability - Building a strong customer focus

Customer involvement is one element of customer leadership. What does customer involvement entail?

It means that customer feedback (good and bad) is shared across the organisations. Employees learn how their jobs affect the customers, how customers use the company's products, and what frustrations and problems customers encounter.

The voice of the customer is one of the three forces of customer focus. What are the three elements the voice of the customer consists of?

  1. Customer experience
  2. Customer solutions
  3. Customer complaints

Why are customer solutions in terms of the voice of the customer so important?

Because you need to understand what the customers actually want instead of what you believe they want.
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Why do businesses look at customer complaints as a part of the voice of the customer?

Because it's an opportunity to understand the sources of customer dissatisfaction and to address them.

Customer metrics is one of the three forces of customer focus. What are the three parts customer metrics consist of?

  1. Customer satisfaction
  2. Customer retention
  3. Customer loyalty

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