Customer Focus Notes - Importance of Customers The only...

• Key Customer-Focused Practices for Performance Excellence (2 of 2)

• Create an organizational culture and manage customer relationships to ensure a
consistently positive customer experience that contributes to customer engagement, the
ability to meet and exceed their expectations, and the ability to acquire new customers.
• Develop effective complaint management processes that ensure that customers receive
prompt resolution of their concerns and that lead to recovery of their confidence, and
enhance their satisfaction and engagement, and that enable aggregation and analysis of
complaints to facilitate improvement.
• Measure customer satisfaction, engagement, and dissatisfaction; compare the results
relative to competitors and industry benchmarks; and use the information to evaluate
and improve organizational processes.