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. 

Is the Client Really Always Right?

By Dr. Lisa Aldisert | Jul 1, 2021

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

| Mar 25, 2021

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 | Nov 12, 2020

What are you looking at during your Zoom calls?

Communications Checklist For Virtual Leaders

| Sep 18, 2020

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

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How to Make Your Customer Interactions More Effective

By Dr. Evans Baiya | Sep 10, 2020

So much has changed because of COVID-19, including the needs of your current and potential customers.

Let Customers Help You Innovate During COVID

| Sep 2, 2020

In this article, we’ll look at three ways to engage customers and create products they want to buy right now.

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Four Ways to Innovate Right Now

By Dr. Evans Baiya | Aug 6, 2020

While the pandemic has been difficult for all us economically, as business owners, we never run out of opportunities.

Validate Your Pivot with Innovation

By Dr. Evans Baiya | Jul 16, 2020

When planning or navigating a pivot, how do you know if you are pivoting in the right direction? Answer simple questions to validate your pivot and execute on f

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Navigate the Storm Using Innovation and the Talents of Your Team

By Tanja Yardley | Jul 9, 2020

I have a bias to confess to. The phrase “we are in this boat together” sparks an almost irrational irritability.

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Four No-fail Selling Techniques

By Holly Mitchell | Oct 30, 2019

Early in my sales career, I landed a golden opportunity with a high-end customer who had already identified she needed what I had to offer.

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The Key to Increasing Sales—Behavioral Selling

By Whit Mitchell | Jun 7, 2018

“Any salesperson who is not selling behaviorally is, at best, only 25-50% effective.” I heard this quote during a seminar given by Judy Suiter.

Customer Focus: The Foundation of Your Business

| Mar 25, 2018

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.