Aligning the business around the customer is an "all department" game

Every touchpoint with your customer constitutes a moment of truth in which the impact of those facing the customer is dependant on the support they receive from the rest of the business.

Signs to look for in a successful customer focused organization are:

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Everyone in the company understands your consumer promise

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Leading by example shines through from the top

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Employees are free of the constraints of departmental silos

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Clear financial and other metrics track customer delight which is linked to the bottom line

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