ABSTRACT
The successful creation of a customer-focused culture within any organization is usually driven by lost business, the losing of market share, the threat of competition, or market testing. In other words, something focuses the organization’s mind on the fact that strong action is required to address a downward trend. It is interesting however to note that most organizations do not look at influencing factors such as leadership or employee morale which can have a direct effect in creating the customer-focused culture. To change that culture, and effectively manage the change, requires a structured approach with a clear vision being set from the top. It includes empowering your employees and communicating in as many ways as possible to ensure the message is getting through. Again one of the things that is sometimes missed in all of this change management is listening to your employees and looking out for the good ideas that can come from them.
