12 Make-or-Break Customer Focused Areas

Companies that Align All Twelve Achieve Performance and Market Excellence—the Mark of "Best-in-Class" Competitors.  All it Takes is:

Market Orientation:

Does the company listen to customers?

Vision, Mission and Strategy:

have the company's mission and plans been identified and are they clearly understood?

Culture:

Are all employees working toward the same goals?

 

Standards and Procedures:

Are processes efficient and designed to serve the customer?

Service Delivery:

Do company resources and training support internal and external customer service excellence?

People Policies:

Are reward and recognition systems in place, and does the physical environment support employees' high performance?

Climate:

Is internal communication open and morale high?

Maintenance of Total Quality:

Is reducing errors, while maintaining highest product or service quality a priority?

Leadership Practices:

Is management willing and able to bring the 12 key factors into alignment?

Product Differentiation:

Has the company achieved market prominence as a result of its product, people and customer-focused service?

Performance Tracking:

Is customer service performance measured and communicated regularly?

Monitoring of the Environment:

Is the company monitoring the commercial, social and political aspects which affect its marketplace?