Creating a customer‐focused culture: some practical frameworks and tools

Abstract

Many companies have customer service departments which act as a barrier between the company and the customer. Is customer service represented at the top? How credible is a customer satisfaction index? What effect does this have on customer service? This article discusses a tool for assessing the degree of customer focus within an organization’s culture and provides a series of checklist questions.

Citation

Macaulay, S. and Clark, G. (1998), "Creating a customer‐focused culture: some practical frameworks and tools", Managing Service Quality: An International Journal, Vol. 8 No. 3, pp. 183-188. https://doi.org/10.1108/09604529810215666