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Customer Focus Component Guide
Customer Focus Component Guide
Creating an environment
that puts the customer first
Winning and retaining customers presents a significant challenge to business leaders and customer facing individuals. It involves the deployment of policies, measures and communication that are aimed at satisfying customers. Developing and cultivating positive relationships is essential when customer focus is part of the overall business strategy.
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Improving customer focus positively affects the gross margin performance of the business. Our default percentage of 4% for Customer Focus is based on our experience and taking into consideration the following:
  • Lost revenue
  • Productivity
  • External quality
  • Transport
  • Stock movement
Customer Focus Sub-Components
To improve Customer Focus, our assessment enables the senior management team to set aspirational goals and determine the current status of the process. The Customer Focus component contains 6 sub-components which, when examined in detail, reveal the current condition of the Customer Focus process and the benefits of achieving your aspirational goals. The Customer Focus component of the assessment helps you achieve performance through best practice. The result is a detailed action plan which will improve all aspects of Customer Focus in the business. Here are the 6 sub-components of Customer Focus:
1. Performance
How performance standards towards the customer are established, monitored and improved.
Establishing the customers’ requirements and communicating them throughout the organisation will align internal performance standards with their needs. Standards are set and monitored to demonstrate how effectively each department is contributing to satisfying the customer. Customer requirements should be reviewed frequently to ensure ongoing alignment.
2. Products and Services
How new products and services are developed and introduced.
New products and services are developed to ensure that the needs of the customer, both short and long-term, are understood and satisfied by the business. Whether a collaborative development in supplying new products, substitutes for existing products or a competitive tender, this is a strategy for winning new and retaining existing customers.
3. Customer Satisfaction
How the organisation to delivers customer satisfaction.
Satisfying the customer and creating a positive perception of the company is paramount and has to be planned and monitored. To maintain and improve performance, a process for data capture, analysis and reporting is required. The overall performance is regularly reviewed by the business leaders and improvement actions identified and implemented.
4. Cultural Commitment
How completely the organisation focuses on the customer.
Culture can be best understood as “the way we do things around here”. An organisation’s culture will influence human behaviour and performance at work. Creating a culture focused on delivering customer satisfaction as an aspiration of the business involves the values, behaviours and commitment of its leaders.
5. Customer Concerns
How the organisation responds to customer concerns.
Customer complaints are an immediate source of customer dissatisfaction. This can be mitigated if the response achieves a return to a desired supply situation in a quick and professional manner. The best companies deal with the concern immediately and accurately, containing the issue internally, finding the root cause and implementing an improvement action whilst communicating with the customer to ensure confidence in the process and a satisfactory resolution.
6. Customer Service
How the organisation interacts with the customer.
Customer service is the process of taking care of the customer’s needs by providing and delivering professional, helpful, high quality services and assistance before, during, and after the customer’s requirements are met. Customer facing employees are encouraged to anticipate issues and liaise directly with the customer to achieve a resolution. The standards of customer service are set and monitored and is performance reviewed by the business leaders.