Visit any company website, or read any corporate brochure, the words “customer focus” invariably leap at you. What makes this a powerful trend is that it is not only restricted to the FMCG or the services sector.
Now we have cement companies talking directly to end users on primetime television spots. We also have manufacturers of telecom cables and water pipes jostling for the customer’s mind space alongside cola majors. The foregone conclusion: customer focus is the new-age mantra for long-term success.