Does your organization have processes or policies that your customers might wish the government would penalize you for? I’m not talking about those policies that are regulatory-based; I’m asking you to look at company-driven processes and policies.
Being market-driven is looking at the company and its policies from the customer's point of view.
How do your customers react to "That's our policy!" or "Here's what YOU have to do..." or "'They' won't let me do that for you."
How do YOU react to these statements when you're the customer?
