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FREE online courses on Building a Winning Team - Support - Know (And Share) The Customer

 

 

 

 

Taking a cue from Disney, Jacques Nasser, the outspoken Ford CEO, regularly goes globetrotting, getting to know his markets and customers well. For he knows that to maintain Ford's ranking as the world's second-largest carmaker, customer-focused policies are a must. Customers are the raison d'etre of all companies; no customer, no company, a simple fact often overlooked by all of us in the cut and thrust of day-to-day operations.

 

 

Customer-friendly services are the hallmark of successful organizations, and even the aloof public sector companies have to bow to the demands of this compulsion, as globalization gathers momentum.

 

 

                Some tips on customer focus:

 

  1. He is KING! Always Right!!

 

  • Stand at the counter and take customer queries
  • Random survey of correspondence to locate ‘issues'
  • Phone in from outside to ascertain level of response
  • Hold  ‘customer meets' to develop and get feedback
  • Set an example by dealing with that ‘difficult' customer yourself
  • Encourage employees to treat customer interaction as rich source of ideas to develop innovative sales approaches
  • Take staff with you on sales conventions, for exposure to ideas/ growth
  • Encourage them to do field surveys of rival companies to get a taste of customer experience/ generate ideas

 

 

It should ensured when training staff that they, too, have insights into customer behavior/ motivations, to enable them to adopt a more practical approach to training which will produce the result desired above all else…a satisfied and happy customer, and a successful company!

 

 

QUESTIONS:

 

  1. Importance of the customer is well known, but is the customer well known… to you (and you dependent on him)? Your staff?                       

 

 

  1. Why is it so important to get to know the customer well? Please make a presentation bringing          

       out the major advantages of getting to know your customer well…and the consequences of NOT                       doing the same? 

 

 

 

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