The quality of information on customer expectations drives business performance

I sometimes hear company leaders doubt whether their teams have a good understanding of customer expectations.  Surprisingly, despite the ease with which data can be collected, processed, and disseminated today, the quality of information on customer expectations remains a source of concern.

This article lists the various factors that can lead to this situation. It describes the stakes for companies behind providing quality information on customer expectations. Given the variety of factors involved, it suggests a wide range of actions for improvement, from individual business training to action at senior management level.

Management expects employees to be highly committed and to take initiatives as close to the field as possible. Sharing quality information on customer expectations within teams is a prerequisite for improving performance: a clear vision of customer expectations unites teams around real issues, gives meaning to improvement efforts, and makes the company stronger.

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