Are You a Customer Centric Organization?
Most companies think they are. After all, don't companies hire nice people, and provide them some training?
Don't these same companies intend to do their best by supplying good products, installing toll-free numbers, and generally fixing problems that customers complain about?
So what's the problem?
I contend that companies generally do not pro-actively think
about the customer. Ask yourself how easy is it for your
customers to do business with you?
Better yet, ask your customer.
Organizations don't begin to think about customer service
until a customer complains. And the truth is most customers
don't complain they vote with their feet by going elsewhere.
What I call their silent vote.
You might be surprised to find that:
64% of customers feel companies with which they frequently
interface by telephone are not respectful of their time
70% of customers will change suppliers due to poor service -
today's competitive environment makes this choice easier.
It takes between 2-4 times the cost to find a new customer as to
retain a customer
Reducing these customer defections by 5% could increase profits,
as much as 50%
It seems clear where I would spend my time if I were the senior
management of any organization. I would aggressively develop a
passionate attitude throughout my organization to ensure every
experience that every customer has is more than they expect - in
other words seek Customer Delight in everything we do.
Believe it or not, most organization don't know how to start,
let alone, deploy an effective customer oriented attitude and
support system.
It's more than one or two individuals trying their best. Or the latest piece of technology. It's starts with the CEO. His or her deeds, and action towards the customer represent the standard.
The CEO must believe that always doing the best for each customer will contribute significantly towards increasing the financial health of the company.
Then the trickle-down magic begins. Everyone else within the
organization now clearly understands that customer's not only
matter, but are the reason for being in business.
