THE DEFINITION OF CUSTOMER-FOCUSED ORGANIZATION

● Customer focus means putting your customers’ needs first.

● Customer-focused businesses foster a company culture dedicated to enhancing
customer satisfaction and building strong customer relationships.
● Customer focus is the foundation for customer loyalty because it's your promise to your
customers that you’ll put them first.
NOTE: According to Jonathan Brummel, Customer focus is the lens by which you analyze all
your interactions with your customers,” “It’s a core value to who you want to be as a company
and how you want your customers to feel about you.”
NOTE: Okay so I will give an example for it to be more specific and concise. roughly half of the
customers say that they would switch to a competitor after just one bad experience. And that
number jumps to 80 percent in the case of more than one bad experience. Becoming a
customer-focused organization is important for helping you ensure that customers leave the
experience feeling good about your brand. That's because it requires you to hold them as the
guiding force behind everything you do.
NOTE: But of course becoming a customer-focused company doesn’t mean you're suddenly a
perfect business that never makes mistakes. That kind of mindset isn’t practical and it isn’t
honest. Rather, customer focus is important for building customer relationships that are more
human. This involves learning from your customers and using those valuable insights to get
better.

WAYS TO CREATE CUSTOMER FOCUS

INTRO: Managers like to tell employees, "the customer is always right"-- thinking that this
phrase alone will make them a customer-focused company. A great customer focus strategy
enables you to form real, honest, and transparent relationships with your customers. It also
guides you in setting the right tools and processes in place to do so. Here are the ways on how
to create customer focus:
1. ENCOURAGE COLLABORATION
- Becoming a customer-focused organization requires teams to work together to
create a consistent, overall better experience.
NOTE: effectively, collaborating on the customer’s behalf requires a connective layer of tissue
that integrates customer data across departments. This allows teams to share insights without
first, disrupting their workflow and Exposing the customer to what’s going on behind the scenes
2. MAKE YOUR CUSTOMERS FEEL HEARD
NOTE: Behind every customer is a story. But customers don’t want to have to repeat that story
every time they interact with your brand. And if customers feel ignored because they have to
repeat themselves, they won’t be likely to remember your company as customer-focused.
- To ensure satisfied customers that feel heard, companies will need that same
connective layer of tissue. This gives them the full story on the customer, such as
Their name, Account information, and when they last reached out
 3. MEET YOUR CUSTOMERS WHERE THEY ARE
- communicating according to your customers’ channels of choice is a powerful
driver of loyalty
NOTE: A great customer experience is one that’s easy. Customers don’t want to have to put
effort into reaching your brand, and nor should they. That’s why customer-focused companies
meet their customers where they are. This allows customers to reach out however and
whenever they want.
4. USE FEEDBACK TO GET BETTER
- Knowing how to handle customer feedback is another important factor in
becoming a customer-focused company. Instead of approaching customer
complaints as a game of dodgeball, customer-focused companies amplify the
voice of the customer and use their feedback to create a better experience.
NOTE: Creating a feedback loop with your customers is important. Your relationship with them,
like any healthy relationship, should be two-sided.
5. COMBINE DATA WITH EMPATHY
- With the increasing amount of data available, companies no longer have to guess
what their customers want or decide for them. Instead, they can look at the
trends.
NOTE: But taking a customer-focused approach to data doesn’t mean using data blindly.
Rather, it involves combining data with empathy. This means adding context to data, applying
data compassionately, and using data to enhance customer intimacy—developing insights into
who is using your product and what they are looking for.
6. LEVERAGE AI TO PROACTIVELY MEET CUSTOMERS NEEDS
- Customer-focused businesses aren’t just reactive to what their customers need,
they also proactively meet their expectations. And with the help of AI, proactive
experiences don't have to be complicated or costly.
NOTE: For instance, support teams might use machine learning to predict customer satisfaction
to proactively reduce customer complaints. Or, sales teams might deploy a chatbot to
proactively welcome customers, before they abandon their cart or demo request form due to
lingering questions.

BENEFITS OF CREATING CUSTOMER FOCUS PRINCIPLES

INTRO: Having a customer focus could also mean:
● More sales, increased revenue, market share, and mindshare
● Strong customer loyalty leading to repeat business
● The increased possibility that satisfied customers will tell others about your products and
services