Listening to the Customer

All organizations have customers. Regardless of profit or not-for-profit status, irrespective of the field of endeavor or business, all organizations deliver a product to a customer.

To effectively serve their customers, organizations need to understand their customers’ needs and expectations, determine how and to what extent they’ve met those requirements, and decide how to respond when things don’t go according to plan.

It’s simple: Know what your customer wants, deliver it, and find out ...