Although most companies start out with a strong focus on customers, as the organization grows beyond a dozen members, people may stop looking outward and become preoccupied with internal processes.

Customers who complain are not nitpickers or looking for discounts, they're committed to your organization. Someone who isn't committed to your company wouldn't bother complaining.

The leadership of an organization has no job more important than making sure everyone knows the importance of the customer. CEOs who want real job security should try to please customers, not shareholders.

One of leadership's most important jobs is to honor individuals who go beyond their job descriptions and truly delight their customers. The best way to empower employees is to identify peers who have excelled in customer service.

Companies shouldn't try to invent new ways for collecting customer feedback. They already have countless customer interactions available to them, ranging from salespeople to technical reps. What's important is to provide some structure to these interactions and share them with everyone in the organization.

The power of a focus group lies in its ability to leverage multiple channels of communication and thought. When you buckle down and really explore the many facets of a possible innovation to the organization, you are more able to make well thought-out decisions.