Customer Focus

Iterative Customer Focus

Guest post by John Hunter, author of Management Matters: Building Enterprise Capability. On Statistical Techniques in Industry as a Natural Resource by W. Edwards Deming (1952) In the new way, management introduces, through consumer research, a 4th step, and runs through the 4 steps is a cycle, over and over … New Way Design the …

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What Loss Will a Business Suffer Due to a Dissatisfied Customer?

Guest post by John Hunter, who founded curiouscat.com in 1996. You can’t know how much a dissatisfied customer will cost your business in the long run. You can make statistical judgements about how costly dissatisfied customers are to a business but those are loaded with many guesses. They can give a general indication of the …

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Creating a Deep Commitment to Delighting Customers

Those organizations that can delight customers today and take the steps today that position the organization to delight customers in the future will prosper and grow. But building and maintaining a management culture that reinforces delighting customers and long term thinking is quite difficult. I have trouble finding businesses that are focused on delighting customers. …

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