Career Advice for Job Seekers

Is Your Organization Customer-Focused?

William Frierson

September 20, 2011

What does it mean to say an organization is customer-focused?

A customer-focused organization is one that truly understands the needs and expectations of its customers and focuses on going beyond just meeting them. Customer-focused organizations consistently exceed the expectations of their customers. There is recognition throughout the organization that customer satisfaction should be a bare minimum – not a goal to strive for. If you want to be recognized as an outstanding provider of customer service, then you – and everyone who works for your company – must consistently exceed the expectations of your customers.

How can companies develop customer relationships characterized by loyalty?

Providing satisfactory service is a given in a customer-focused organization. Exceeding the needs of customers – both in terms of quality of products and services and in terms of how they are treated – is what will cultivate customer loyalty. Think about it like this: A satisfied customer is one that did not experience dissatisfaction with your company. He or she might come back in the future, but might just as easily to go a competitor. Ask yourself this: What can you do to make sure that your customers want to choose to keep coming back to you time and time again? Those are the things that result in loyalty.

What can a company do to become more customer-focused?

Treat employees with the same level of respect that should be shown to customers
Train employees regarded what is expected and why the expectation is what it is
Never lose sight of the fact that perception is reality when it comes to customer service
Realize that customers must be the first priority
Maintain an appropriate attitude of respect and professionalism
Focus on determining customer needs
Work on building relationships with customers
Work proactively to prevent problems
Practice effective problem resolution techniques when problems arise

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This is another guest post by Mary G. White, M.A., SPHR. She is the Training Coordinator for Mobile Technical Institute and MTI Business Solutions, where she specializes in human resources, management, and marketing training. She teaches business training seminars in Mobile, AL and provides on-site corporate training and conference presentations throughout the U.S., as well as human resource management and public relations consulting services. She is also the author of 101 Human Resource Management Tips and 101 Successful PR Campaign Tips in the LifeTips book series.

Article courtesy of the Recruiting Blogswap, a content exchange service sponsored by CollegeRecruiter.com, a leading site for college students looking for internships and recent graduates searching for entry level jobs and other career opportunities.

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