How do I ensure that everyone in the organisation “listens” to customers?
Malcolm Says
Listening to customers and acting on what they say ia easy. Here is the secret of sucess.Step 1 The CEO spends a lot of time going out talking to customers and tells his senior staff team what he has heard and asks them what they are doing about issuses that he’s discovered.Step 2. The senior management team not wanting to be caught out by the boss go out and listen to lots of customers and fix the problems before the CEO finds out about them.Step 3. This process is repeated through all levels of the organisation.
Tesco are the masters of this approach.