Comments on: Understanding Customer Focus

By: shaun

shaun — Thu, 08 Apr 2010 16:37:46 +0000

Thanks for commenting Yoel. I liked the article you posted this week, by the way, I tweeted it on

By: shaun

shaun — Thu, 08 Apr 2010 16:36:08 +0000

I agree that short-termism generally works against a healthy organisational culture, and that many companies have very short time lines, especially in these hard times. That’s part of my point that a balanced range of metrics is needed

My other main point is that I worry that “quality types” sometimes become obsessed and myopic when it comes to “customer focus”. You always have to square the circle economically. It is actually quite easy to deliver 100% customer delight – you just give them every single thing they ask for – the real trick is delivering satisfaction AND making a decent buck. The second part of that equation should not be anything to be ashamed of, but “quality” tends to shy away from the concept. In fact its more than a concept, its a golden rule

By: Yoel Yohan

Yoel Yohan — Thu, 08 Apr 2010 16:26:26 +0000

Shaun,
You have many concepts here. Please consider some thoughts below. Thanks – yoel
1) – Most companies are so busy trying to impress financial analysts each quarter that they no longer look to the long term well being of a company.
2) – Many times companies which are doing financially well are the poorest in customer focus, due to focusing more on their financial well being.
3) – Internal focus is critical for creating the customer first/focus culture; however as long as corporations run on the short term gain outlook they will not take the long term effort to improve internally.
4) – In summary “do you want to look good or be good.”