The Only Constant: Customer Focus

Time and again we have been reminded about the dire consequences for organizations that are not customer focused.

Being customer focused is the only management initiative that has been a constant in a changing business environment. Be it for process excellence, performance excellence, or innovative next practices.

However, we need to realize that the definition of customer has expanded over the years. More specifically the definition now includes anyone impacted by an organization’s products or processes. In other words, it includes end users, buying customers, internal customers, stakeholders, society, mother nature, future generations, and more.

Board members must make note of this updated definition of customer. This simple step will enable these leaders to discuss beyond compliance issues, which seems a board room malady. In order to avoid dire consequences for the organization, they must focus on risks associated with the lack of customer focus.