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A 'customer-driven' business …

1. Stays close to market trends.
2. Communicates effectively with customers.
3. Listens to customers, especially industry leaders.
4. Gets feedback from customers.
5. Tailors products and services to market segments.
6. Knows the benefits of its products and services.
7. Is sensitive to customer needs.
8. "Innovates" based on customer and industry needs.
9. Responds rapidly to customer needs.
10. Solves customer problems.
11. Is highly committed to quality, reliability and service.
12. Learns how customers think.
13. Performs as if it were on the verge of losing every customer.
14. Has senior management involved with customers.
15. Motivates workers down the line through customer involvement.
16. Realises that service objectives inspire ordinary people.
17. Changes service incentives often.
18. Makes all employees accountable in some way for customer service and results.
19. Stresses customer service to its people.
20. Becomes a partner with its customers.