BY BARBARA E. BUND
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TELLTALE SIGNS OF
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Telltale Signs of Inside-Out
Try checking your organization for the following telltale signs
of inside-out behavior:
• Many employees of the company are unable to state easily, clearly and briefly who are our customers, what we do for those customers and, very briefly, how.
• Different employees have substantially different ideas about our customers, what they care about, and how we serve them.
• We spend lots of time on internal issues, processes and conflicts—and less time on customers.
• Most employees have little or no contact with customers.
• In particular, our top management spends relatively little time having in-depth conversations with customers.
• We’re not clear and explicit about customer behaviors—about how customers buy, where they get relevant information, and so on.
• Our employees have trouble adapting to normal variations in the marketplace. They try to apply one rather rigid formula for all customers.
• We get blindsided by changes in customers.