Customer Focus Audit + Ideas

4-stage Customer-Focusing Process

Focus in two directions How to improve your Business Performance by sharpening your Customer Focus … as well as your Business Focus
Tap into our unique
4-stage Customer-Focusing Process		 Customer FocusLet us help your teams to:

1.  Identify every aspect of your business that impacts on sales, costs, and profits:
your thinking (eg strategy, R & D, plans); your structure and business processes; your products, services, and operations; your marketing, selling, and image; … your people, culture, and communications (internal and external).

2.  For each impact aspect, identify your ‘customers’: 
anyone who buys your product/service, or could influence purchase, ... or is affected by the impact, or who could influence its success (and this includes your own staff and managers - check their motivation).

3.  Get into the right mindsets – ways of thinking: 
using our unique set of Whole-Brain Thinking Styles …
especially switching between Business Thinking and Customer Thinking
- polar opposite ways of thinking that are equally critical to business performance. This is the difficult part. Most large organisations are naturally inward-looking. They need a prod to think differently.

4.  Examine each impact aspect from the Customers’ Perspective: 
using our proven Customer Focus Questions, Tests, and Prompts. A unique set of tools that replicates and articulates the Customers’ Viewpoint to help your teams to visualise how customers might see and react to any plan, activity, product, or communications ... in any awareness or ‘experience’ situation that could affect their Buying Decision.
GUARANTEED RESULTS This process is guaranteed to identify ‘hidden’ (sales) barriers and stimulate creative ideas for improvements. It can also stimulate ideas for new products and services. When a ‘barrier’ has been spotted, your teams can tap into our proven tools to analyse the root causes of the problem, generate ideas for solutions, evaluate and short-list the ideas, then plan how to implement the best ideas.
 … even for Communications For communications (eg advertising, selling, reports, etc) we call our system AdQA, which stands for Advertising Quality Assurance but can be used to pre-test and improve the effectiveness of any form of business communications. It can also help you to create new communications and even stimulate ideas for new products. 
See AdQA: Communications Pre-Testing & Improvement

A Process developed
 from our experience in both Selling and Buying

… polar opposite perspectives … polar opposite Thinking Styles

We’ve worked in Sales & Marketing (with suppliers) and also in Procurement (with client organisations). We found that the Seller and Buyer have two completely different perspectives - polar opposite ways of thinking (Thinking Styles) that we call Business Thinking and Customer Thinking.

As Buyers, we realised that all Marketers had difficulty in seeing their products and selling messages from the customers’ viewpoint. At exhibitions, many stands failed the customers’ core Question: “What’s being sold?”  Yet their staff were completely unaware of the problem - until we did a “Customer Walk By” demonstration and articulated the customers’ perspective.
  How you can use our 4-stage Customer-Focusing Process
What are the Customer Focus Questions, Tests, and Prompts?  
Classic Cases in costly Customer Focus mistakes
Have a Demo

Email us for an introductory discussion and demonstration of our Customer-Focusing Process applied to any aspect of your business.