Customer Focus - there needs to be something in it for the customer

January 28, 2009 ·  

I have just read a line in a great book - Trust Based Selling by Charles Green.  The line included the following words “…customer focus - must actually have something in it for the customer”.  I could not agree more as it frustrates me as well to hear or read business people say that their business is focused on the customer when all they are saying is that they are working on the best way to sell more.  Customer focus is delivering value to the customer.  The customers interests must be considered first and foremost.

This issue has been particularly highlighted with the 2008 sharemarket collapse and the financial planning and advising industry. Have they always made decisions with the clients best interest in mind. Those who are commission based would have had a challenge in 2008. The argument of fees vs commission raises it head. Look at it from the clients viewpoint.

So in your business what is in it for the customer?

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