Date Added: May 2010
What's the key to creating a customer-focused organization? Here's one of the answers from the trenches of a high-performance company: "A culture of accountability makes a good organization great and a great organization unstoppable." That nugget of wisdom is part of The Institute for Corporate Productivity's new major study on customer focus. It's found that accountability that starts at the top is critical to customer focus. Sixty-seven percent of respondents from high-market-performing companies that are good at focusing on customers say their organizations hold at least one corporate officer responsible for the customer experience. By contrast, a tiny 3% of lower-market-performing firms that are poor in this area hold an officer accountable.