4. The fundamental belief of a customer focused
organisation
“Customers are the reason for work, not an interruption of
work”.
5. How do you understand the idea of “Customers are God”?
6. Types of customers
• New customers
• Existing customers
• Lossed customers
• Internal and external customers.
7. Statistics:
Advantages of existing customers
• Repeat customers spend 33% more than new
customers.
• It costs 6 times more to acquire a new customer than it
does to keep an existing one.
• As little as a 5% increase in customer retention can
increase profits by 25 to 95%.
8. Why do customer quit?
• 1% Die
• 3% Move away
• 5% Form other friendship
• 9% For competitive reasons
• 14% Due to product dissatisfaction
• 68% due to indifferent attitude by the staff towards
customers.
