Episode Title: What Do You Need To Do To Become Truly Customer Focused?
They do say that adversity reveals the true character of a person or organisation, rather than hides it.
And this can be seen in so many organisations in times of stress and difficulty: what do they cut and what is sacrosanct? How do they behave to their teams and customers? How do they treat their suppliers?
To put it bluntly: it’s easy to say ‘We need to be customer focused’ … but it’s MUCH harder to do it, and to do it consistently.