Customer and Market Focus (Category 3)

Customer and Market Focus addresses how your organization seeks to understand the voices of customers and of the marketplace with a focus on meeting customers’ expectations and requirements, delighting customers, and building loyalty. The Category stresses relationships as an important part of an overall listening, learning, and performance excellence strategy. Your customer satisfaction and dissatisfaction results provide vital information for understanding your customers and the marketplace. In many cases, such results and trends provide the most meaningful information, not only on your customers’ views but also on their marketplace behaviors—repeat business and positive referrals—and how these views and behaviors may contribute to the sustainability of your organization in the marketplace.

Go to:

• Item 3.1 Customer and Market Knowledge

• Item 3.2 Customer Relationships and Satisfaction