Customer focus: Making it happen

Graham Clark discusses what it takes to be a customer focussed organisation that stands out from the crowd. It may seem such a simple equation: good customer service equals good business. And yet this patently isn't played out in practice, as all of us have experienced. Learning from organisations such as Southwest Airlines, great service is delivered consistently throughout the whole network of relationships. Too much attention to heroes on the service front line is not enough; there is a need to regularly review and re-evaluate all the relationships and what is working and not working. In this way you are much more likely to retain that valuable and essential element, customer focus.