| Overview: It is easy to lose sight of the customer in the day-to-day running of an organisation. Most of our time is spent with others who also work in the organisation. We tend therefore to look inwards and make the decisions that seem right for us.
Focusing on the customer means changing that emphasis to put customers firmly back in our sights. It means getting to know them better, putting them into our plans and knowing how to make their experiences of coming to us not just one of satisfaction but one of delight. |
