Customer Focus
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Transcript of Customer Focus
Customer Focus
Customer loyalty and company profitability relation
Old Is Gold
New Customers :
• Requires significant amount of resources
• High Maintenance and have a lot of questions
Old Customers :
• Are aware of your products and services
• Provide positive referrals
“ The longer you have a customer the more profitable the customer becomes”
How to create loyal customers?
Loyal life time customers can be created by concentrating on:
Customer values and company goals
Employee satisfaction
End goal of customer
Evolving with customer needs
Customer values and
Company Goals
Let the wrong customers walk away
Define your target customer
Take time to identify your target customers
Develop plan to ONLY please the target customers
Employee Satisfaction
Avoid Cycle of Mediocrity
High turnover
Low customer satisfactio
n
Low sales
Lowered expectatio
n and training
Low job satisfactio
n
Invest in training : Training must be a right mix of inter-personal and tool skills
Tie rewards to your goals : Rewards should reflect the culture and values of your organization
Allow latitude within limits
Focus on end goal of Customer
Realize that customers buy results not products and services
• Example : Person buying medicine wants cure not just the product
Map out every step in the process and make sure it adds value to the product and service
Set customer friendly processes
Collect customer feedback
Evolve with Customer needs
Remember that customer needs and changes evolve with time. Change your product and service accordingly
Think outside in : Think from customer point of view
Customer feedback must concentrate on measuring satisfaction and know their evolving needs