Listing of consulting teams focusing on Customer Focus

http://www.customerfocusconsult.com/index.htm

http://snowassociates.com/index.asp (mostly keynotes & trainings)

Ginger Conlon blogs about eBay – Kip Knight’s take on 7 Habits :

1. Time Employees are genuinely excited about spending time with customers.
2. Management focus Top management is committed to customer-centricity.
3. Organizational alignment The entire organization has to understand and invest in gathering and acting on customer feedback.
4. Internal sharing and communication Departments share feedback and other customer information.
5. Minimal internal corporate politics Knowing and acting on customer feedback must come before executives’ internal agendas.
6. Well-defined consumer target The company has clear, data-based customer segments, and knows which customers it cares about most and why (e.g. customer value).
7. Well-defined processes There must be a formal strategy for collecting and acting on customer feedback.

Source: http://www.1to1media.com/weblog/2007/08/ebays_kip_knight_on_customer_c.html#more

In a previous post on this blog, there is a mention that pursuit & implementation of customer centricity leads to business profitability. Is this just a feeling or there metrics to correlate these?

Evidence Supports Customer Experience Drives Bottomline and Shareholder Success

By Dale Wolf

Claes Fornell, director of the University of Michigan’s American Customer Satisfaction Index has plenty of evidence to support the role of customer satisfaction in creating bottomline success. Customer satisfaction shows up faster than ever on a company’s bottom line and companies that score high ratings in the index beat the stock market as a whole.

Follow this link to get the answer.