Customer Focus

Definition: A commitment to customer satisfaction.

Customer focus is the ability to consistently build long-term relationships based on the delivery of a service, product or value. Plainly said, customers define value. A successful leader has a deep understanding of the customer’s needs. The essence of customer focus is building a relationship with your customers that they would like to continue. In this section, you’ll learn techniques for building high-trust relationships, focusing on a combination of character and competence.

Join our community to learn more about customer focus skills, and to access resources and activities to help you along the way. 

3 Ways to Use Data to Improve the Customer Experience

By Dr. Evans Baiya • 4 min read

Every organization must invest as much energy in learning from data as they spend on collecting the data. Here are three ways you can use data to improve the cu

7 Questions to Help Employees Connect with “The Why”

By Steve Morris & Jill Morris • 2 min read

Sharing the why, the value proposition, for what you are asking others to do can be an effective lever for setting up accountability.

How to Teach Your Organization to Respond Quickly to Opportunity

By Dr. Evans Baiya • 4 min read

It is imperative that every business leader understands how to identify opportunities and can train their team members to do the same.

Customer Focus: The Foundation of Your Business

By Whit Mitchell • 2 min

In this short video, TCL faculty member Whit Mitchell talks about how Customer focus is recalling from day one that the most important customers you have are the people who are directly reporting to you.

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Ideas to Get Better at Customer Focus

Want to improve your Customer Focus skills? Check out this graphic for a variety of ideas that you can start implementing right away to improve your score.

12 Enemies of Successful Innovation

By Dr. Evans Baiya • 6 min read

In helping businesses and leaders build their innovation abilities, I see certain traits that stifle innovation again and again.

Is the Client Really Always Right?

By Dr. Lisa Aldisert • 1 min read

The adage “the client is always right” does not carry the heft that it used to…but it still bears the same kind of angst when deciding how to handle delic

6 Ways to Innovate Your Business Model

By Dr. Evans Baiya

The pandemic has given us all an opportunity to build a new business future. Market disruption equals opportunity for those willing to look and work for it. Thi

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ZOOMED! How to Make Your Next Call Memorable

By Whit Mitchell • 2 min read

What are you looking at during your Zoom calls?

Communications Checklist For Virtual Leaders

Virtual leadership is now an essential skill as a result of living through the pandemic. Recent announcements by large tech companies such as Google and Salesfo