What is customer focus?

A company value that makes doing right by the the customer and building loyalty the goal of all decisions and actions.

Companies with customer-focused service constantly ask:

  • Is this decision in the best interest of the customer?
  • Will this product/update/addition improve the customer experience?
  • Will this decision make my customers more loyal or drive them away?

Customer-focused service isn’t necessarily about how the customer is always right; rather, it’s about keeping customer needs and interests at the forefront of everyone’s minds.

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