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Customer Focus

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Customer Focus

  1. 1. Customer Focus Customer loyalty and company profitability relation
  2. 2. 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
  3. 3. “ The longer you have a customer the more profitable the customer becomes”
  4. 4. 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
  5. 5. 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
  6. 6. Employee Satisfaction
  7. 7. Avoid Cycle of Mediocrity Low job satisfaction High turnover Lowered expectatio n and training Low customer satisfaction Low sales
  8. 8.  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
  9. 9. Focus on end goal of Customer
  10. 10.  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
  11. 11. Evolve with Customer needs
  12. 12.  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

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