This document discusses what it truly means to be customer focused. It states that true customer focus is not just talking about how important customers are or holding appreciation events, but rather involves having an emotional commitment to deeply understand individual customers on a personal level. The document questions whether organizations know details about their most loyal customers like their families, vacations, desires and concerns, and argues that true customer focus means caring about customer needs above all else and building an organization dedicated to delivering on those needs.

1. So U Think U R
Customer
Focused?

2. R U Customer Focused?
If you can’t answer these, you’re NOT!
1. Do you know who your 10 most loyal
customers?
2. Do you know each of them (or their leader
by name?

3. R U Customer Focused?
3. Do you know their family by name?
4. Do you know where they vacation
every year?

4. R U Customer Focused?
5. Do you know what they “crave” or “long
for”?
6. Do you know what keeps them awake
at night?

5. R U Customer Focused?
• Customer focus is NOT merely a
business concept that leaders declare
necessary for competitive survival.
• Customer focus is NOT about
Customer Appreciation Events.

6. R U Customer Focused?
• Customer focus is NOT a flavor of the
month
• Customer focus is NOT talking up how
important they are; the words MUST follow
the music.

7. R U Customer Focused?
• Customer focus IS an emotional
commitment to another human being.
• Customer focus IS giving yourself to
another. Putting their needs before the needs
of your organization.

8. R U Customer Focused?
• Customer focus is CARING about the
desires of another and creating an
organization to deliver.
• Customer focus is populating your
organization with Human Being Lovers.
• Words are easy; doing it is tough and
painful.

9. An Invitation
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