Apr 27th 2007 12:15 pm Defining Your Company’s Performance through Your Customers’ Eyes
To make sure that you are defining your company’s performance through your customers’ eyes, ask yourself the following questions:
- Do we know how our customers evaluate our performance?
- Do our internal measures reflect our customers’ assessment of our performance?
- How does our performance compare with that of our competitors from our customers’ perspective?
- How are our customers performing in the eyes of their customers? What are we doing to help or hurt our customers’ performance?
Source:
Customer Focus: Making It Happen
by James P. Andrew
Boston Consulting Group, September 26, 2001
Posted by Administrator / Customer Questions