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"Customer Focus" Examples

When the customer is a real presence to people, they get excited about finding new ways to add value. At Celestial Seasonings, 80,000 people tour the tea processing plant every year. This passing parade of enthusiastic customers builds pride and reminds employees why they come to work every day.

At Roberts Express, now Federal Express Custom Critical, the world's largest surface-expedited carrier, you know as soon as you walk in the door that something is different. The receptionist's nameplate reads: Leader of First Impressions. Listening to customers is a priority here; customers are surveyed monthly and employee incentive plans are tied to the results of those surveys.

Improved is hardly an adequate word to describe SUNARP, the National Bureau of Public Registration in Peru. In the mid '90s, the Lima branch of this office that services 7000 consumers per day, began its overhaul by firing almost all of its employees and literally starting over. With the transformation complete-from a corrupt system where it took 60-90 days for a property sale to be recorded to today where simple recording is done in under two hours and the wait for verification is only 10 days. All this in a customer-friendly system where the form to register property is even simpler to complete than a hotel registration!

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