Most organisations will claim to have customer focus, but how is that actually represented? We'll take three customer-centric ideas – user needs, customer validation, and service orientation – and illustrate through case study examples the transformative effect that genuine customer focus can have on organisation, process, and outlook.
Sample questions:
- How connected are your staff to the needs of your customers?
- Where are customer and user needs represented in your delivery process?
- What measures of success do you use, and how does that drive improvement?
