Dan Willey (Corporate)
What does customer focus mean to you?
To me, customer focus means to look at everything we do as a company from the customer perspective, whether it’s consulting with the customer on the sales side, processing an order, delivering the product or service, sending an invoice, or even making sure everyone’s computer system runs reliably. Ultimately the customer is the reason we do these things, so everyone’s contribution matters in the customer’s journey with us.
What does strengthening customer focus mean to you and the W-E team?
I think strengthening customer focus for the team puts all of what we’re doing, or should be doing, in the right context. If we look at everything we do with a focus on how it helps the customer, it will help us make better choices around what we should prioritize and work on, and what maybe doesn’t have the biggest effect on the customer experience and shouldn’t be worked on.
I also think it will inspire people by understanding how their contribution fits into the ultimate purpose and goals of the company–after all, if it wasn’t for customers we wouldn’t all be here! Being able to put the customer in the room with you, figuratively, will really help everyone understand how their actions affect them.