Customer obsession is more an emotion than a focus.
The focus of customer initiatives is more about intent and then execution to begin with.
It is all well and good to focus on customers. That may get us a few brownie points with senior leadership.
What level of focus is that? Moderate? High?
It is true that the range of focus doesn’t qualify the intensity of the focus. Intensity does matter. It matters a lot.
Our heart and soul need to be in the game. It isn’t about standing on the sidelines. We have to get in the game and play. We have to want to win like nothing else.
Digital Business
Customer service is all about experiences. I don’t believe the rules that customers are always right. I believe that company should focus on developing or building up company loyalty with nice customers. For those bad customers, just let them go. You cannot please everyone.
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