The economy is perking along, despite what the Washington Wizards tell us—the small businesses I talk to are generally too busy to come have a free lunch with us in Solutions Forum!
Since you’re all busy, we’ve found that your staff might be relenting a bit on it’s customer focus.
In fact, in our new book on Starting, Running and Selling Your Business, we’ve come up with a new term: Customer Centric, which means what you do revolves around your customers.
Some things to look for in determining whether you’re customer centric enough:
- What’s your customer loss rate (should be less than 10%) in the last year?
- What’s your customer complaint ratio through all of your activities….production, sales, marketing, post-sale service. Just figuring out how many customer transactions you had is an interesting task.
- Have you done any recent customer surveys to measure customer satisfaction?
- Do you have a customer advisory panel?
There are probably more questions you could ask, but these will start you in the right direction