Yes, companies should not be “customer” focused first, I strongly challenge them to be “employee” focused instead and then the customer focus will come.
I have been a great proponent of being customer driven, listening to customer’s unmet needs and then creating products that serve those needs. But when it comes to focus for companies, I would be “employee” focused first. Why? Because if you hire the right employees, treat them right, give them the authority and responsibility to do the right thing for the customers, the customer focus will come automatically. The vice versa does not work.
The example I always use when I make this point is that of airlines. They all tout how they care about their customers and guess what – when I get on a plane I meet flight attendants who care less about the customers – why? they are not happy, they are probably worried about making their ends meet because their compensations are being squeezed by the airlines every time they get a chance – all in the name of cost cutting. So do I expect these employees to serve their customers very well so that the airlines can tout great customer service? These days they are even asked to bring their own food and drink on board. Imagine this – what would four to six extra lunch boxes and sodas/water cost to make sure that these flight attendants (whose primary job is to serve and ensure the safety of the passengers) stay hydrated and not hungry? All of this when I have not seen any major cuts in the airline executive compensations that makes these executives start worrying about how they will pay their bills. Who would you rather see motivated to turn the airline around – the executives or the flight attendants and the pilots in whose hands your life depends when you are flying?
Contrast that with companies such as Ritz and Nordstrom – do you think these companies have such high customer ratings by sheer luck – no – they focus on making sure they hire the right employees, develop them, make sure that they are well treated and empowered to make their customers happy. After all, hiring decisions better be the most important decisions you make in your company. Folks, It is all about relationships with people and not products.