Customer focus and customer retention

Copyright © 2012 BSI. All rights reserved.

Customer Focus and Retention

- Anuradha


2Copyright © 2012 BSI. All rights reserved.

“A customer is the most important

visitor on our premises, he is not dependent on us. We are dependent

on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.”

- Mahatma Gandhi

Who is a customer?


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How do say your organization is Customer Focused?

- Is it when you have lot of customers? - Is it when your customer is satisfied?

- Is it when you provide unique product/service to the customers?

- Anything else….?


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We call an organization Customer- Focused only when

- We consistently exceed the expectations of the customer

- We start creating Loyal* customers

- - Exceptional Customer Service

* Loyal Customers are those who keep coming back to us and choose not to buy from our competitors


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Customer – Focused Behavior

1) Putting the customer first

Always be On Time Establish Rapport Thank them Let them take their time


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2) Attitude

Be professional Communicate Positively Respect the customer


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3) Identifying Customer needs

Ask questions till you clearly understand their needs Use positively phrased, direct questions Use active listening to convey respect and verify understanding

Ask how you can better serve the customer’s needs


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4) Build Relationships

Be fair Keep your word Seek Service Opportunities Know your products and services Admit errors and lack of knowledge


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5) Effective Problem Resolution

Empathize with the customer Take Ownership Respond to problems in a timely manner Formulate/negotiate a win-win solution Don’t take problems/complaints personally Recognize problems as a learning opportunity


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Things to Remember

1) Every time anyone representing our organization meets with a customer, the company’s reputation is on line

2) Treating the customers as valued Individual is often more important than price

3) We can create Loyal Customers by focusing on Quality Service, which means a lot to customers

4) It is really important that the customers perceive us a Customer focused organization

5) We are always customer focused


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Cause – Effect Analysis

Losing the customerLosing The Customer

co

stin

g

S

ervice

Diss

atisf

actio

n

Bra

nd V

alue

Customer Relationship

Management

Employees

Process

Competitor Price Difference

Client Unhappy with costing

No- Value Addition / Inadequate GuidanceLack of Focus

Market Experience

Learn from Masters

Voice of Customers

Inadequate Interaction

Attitude Indifference Employee

Attrition Rate

Lack of Competency

Robustic Process

Process Deviation

Improper Performance monitoring System


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Customer Retention

1) Eliminate the Root Cause by streamlining the process

2) Continuously maintain and Improve the defined process

3) Tread carefully when dealing with Immediate Cause (Think Twice)

4) During every interaction with a customer be aware of the Underlying Causes which may determine the success of this situation


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It Takes

Months

to find a CUSTOMER But only Seconds To lose one

THANK YOU!

Customer focus and customer retention

Self Improvement

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