How customer focus is helping Bajaj Auto, ITC cut deeper
Monday, April 6, 2009
Mumbai: Visit any company website, or read any corporate brochure, the words “customer focus” invariably leap at you. What makes this a powerful trend is that it is not only restricted to the FMCG or the services sector.
Now we have cement companies talking directly to end users on primetime television spots. We also have manufacturers of telecom cables and water pipes jostling for the customer’s mind space alongside cola majors. The foregone conclusion: customer focus is the new-age mantra for long-term success.
Are you really focused on the customer?
It sounds deceptively simple. However, efforts at achieving real customer focus need to become a part of the corporate DNA to be truly effective. For the most part, companies lackadaisically invest in training programmes that aim for cosmetic improvements. Needless to say, these efforts fail.