FREE online courses on CRM - Developing People-The Key To Success - 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:
-
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
behaviour/ 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:
-
Importance of the customer is well known, but is the customer well known… to
you (and you dependent on him)? Your staff?
- 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?
