Customer Satisfaction has limits. Keeping your customer satisfied oftentimes does not address their real needs. In fact, if you are constantly trying to satisfy customer demands reactively, you are likely to be putting a strain on your resources doing whatever the customer demands. What if your could turn this around?
Imagine if you could say NO to your customer and improve your relationship. What if you could challenge your customer and gain more trust? What if you could educate your customer and receive more respect?
This is what we call Total Customer Focus: A proactive way to address what really matters for your customer - what is sometimes hidden under the waterline (like an Iceberg), and is responsible for most of their pressing and overwhelming requests.