Chapter 6. Extreme Customer Focus
OWNING THE VOICE OF THE CUSTOMER AND CONSISTENTLY DELIVERING WHAT CUSTOMERS TRULY VALUE
If I had a soapbox close by, I'd be on top of it. I believe so strongly that if you take everything else you have learned so far in this book—well-communicated vision for the future, best people, courageous communication and transparency, a culture of urgency, and disciplined execution—and focus all of it intensely on listening to your customers, delivering superior customer service, and building strong relationships with your customers, you will dominate your market. I said it earlier in the book, but it bears repeating: the only sustainable competitive differentiator left to most businesses today is creating a culture of ...
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