What is a customer-focused organisation about?
Companies may offer the most innovative products or exceptional services, if customers don’t feel valued or have a self-proclaimed terrible experience, they won’t come back. Even more, they might tell their friends and foes about it, which may lose you even more (potential) clients. A customer-driven organisation acknowledges this and understands that value for the organisation goes hand in hand with creating value for its customers in every step of their journey. This is reflected in the company’s strategy, culture and the way products and services are designed. Whether you interact on the daily with clients or never even come into contact with them, everyone in the organisation has its role in creating a flawless customer experience.