Let’s see where we are with our “formula” for business success:

- Revenue and profit require customer loyalty;

- Customer loyalty requires delivery of a differentiated experience;

- Delivery of a differentiated customer experience requires our people to have the set of behaviors and skills customers want.

If our customers value innovation, we need informed; pro-active; solutions-oriented people communicating with our customers. If they value service, skills around responsiveness; issue resolution; and empathy may be a more important focus. Since we can’t be “all things to all people”, the good news is this: among all the activities and behaviors that make up what we “do” everyday – only a finite set have a measureable impact on the ability to deliver on a customer-centric focus: