Case Study - Customer Focus at Fujitsu

"Loyalty can be Earned only when Leaders put the Welfare of their Customers and their Partners ahead of their own self Serving Interests." said Frederick Reichheld of Bain and Company Inc.

In the services market, this is especially true, where further research shows that sustained margins and increased revenues come from consistent high levels of service delivery to customers that are retained over the long term. Whilst you could wait until he tells you, (or goes off to the competition!), most serious organisations now undertake scientific research as part of their customer engagement programmes to measure performance and enrich the relationship between customer and supplier with shared experiences and plans for the future.