Strategy and the Customer

The doctor appointment was for 3:30.  I was still waiting at 5:00.

They said the truck would be ready in an hour.  An hour later the truck hadn’t gone in the shop yet. 

The wait for blood work at the local hospital was more than one hour.

A call to the satellite internet service requires 15-25 minutes on hold before a “representative who is helping other callers” is available.

And on and on.  These are all examples of organizational processes that are set up to benefit the organization – not the customer.  And they are all examples of an organization that is not aligned with a customer-focused strategy.

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