Customer Focus in Business

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What does customer focus mean?

Fostering a company culture dedicated to enhancing customer satisfaction (correct)

Placing customer service skills as the sole responsibility for customer focus

Prioritizing profits over customer needs

Ignoring customer feedback and complaints

How many companies believe they deliver 'super experiences' according to the text?

80 percent (correct)

70 percent

60 percent

90 percent

In what way can customer focus be improved?

By ignoring the customer journey

By focusing solely on customer support skills

By deepening the understanding of what customer focus means (correct)

By neglecting customer feedback

Which team should be solely responsible for ensuring customer focus, according to the text?

Customer support team Signup and view all the answers

Why is customer focus important in today's business environment?

To deepen understanding of what customers need and build strong relationships Signup and view all the answers

What percentage of customers agree that companies deliver 'super experiences'?

8 percent Signup and view all the answers

According to the passage, what is the primary focus of the workforce focus category in the Baldrige Award?

Ensuring the workforce is effectively utilized and developed to fulfill their potential and create a TQM product/service Signup and view all the answers

What does the passage say about leadership skills?

Leadership skills are a combination of different personality traits and communication abilities. Signup and view all the answers

According to the passage, what is the primary purpose of the workforce environment in TQM?

To encourage the need for employee fulfillment in their jobs. Signup and view all the answers

What does the passage say about the different factors that can be encompassed by the workforce environment?

The workforce environment can include the structure of work, the physical environment, and services and rights available to employees. Signup and view all the answers

According to the passage, what is the primary purpose of the workforce focus category in the Baldrige Award?

All of the above. Signup and view all the answers

What does the passage say about the relationship between leadership skills and workplace success?

Leadership skills are a combination of personality traits and communication abilities that are useful for anyone to learn and practice over time. Signup and view all the answers

Which of the following is NOT a component of Customer Focus according to the text?

The quality of their customer service representatives Signup and view all the answers

Why is Customer Focus considered the foundation for customer loyalty?

It's the company's promise to put customers first Signup and view all the answers

Approximately what percentage of customers would switch to a competitor after just one bad experience?

50% Signup and view all the answers

What is the purpose of becoming a customer-focused organization according to the passage?

To help ensure customers leave feeling good about the brand Signup and view all the answers

Which of the following is NOT listed as a tip for building an effective customer focus strategy?

Offer discounts and promotions frequently Signup and view all the answers

According to the passage, what does becoming a customer-focused company involve?

Learning from customers and using insights to improve Signup and view all the answers

Customer Focus in Business

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