A customer-focused company looks first at the best ways
to serve its customers before it considers profits.
You listen to customers and acting upon their needs.
It pays to please customers, because they will choose you over
competitors even if they have to pay more to obtain your
products or services.
The following statistics show that companies can charge more
for excellent service:
1. Most customers will spend at least 10 percent more for the
same product with better service.
2. When a customer receives bad service, he or she tells at
least 20 people.
3. When a customer receives good service, he or she tells up to
4. If customers’ complaints are handled quickly and pleasantly,
at least 80 percent of customers will repurchase from that
5. If the service is bad, at least 90 percent of customers will
6. If your employees provider take the time to establish a
relationship and create a rapport with the customer, almost all
transactions were completed faster and more efficiently.
You must close the gap between service and customer
expectations. This creates a tremendous opportunity for your
company to do better than your competitors and gain market
share. You can only close the gap if you understand your
customers’ needs. That means you must communicate with your
These are some characteristics of a customer-focused
1. Reward staff when they achieve customer satisfaction.
2. Managers support staff in doing their jobs well, and the
staff focus on customer satisfaction.
3. Employees are promoted and rewarded for good customer service
4. Employees are trained to provide outstanding customer
5. All employees know their customers and greet them by name.
6. Employee feedback is regularly sought and considered on key
customer issues before decisions are made.
7. Regular tracking of customer satisfaction is part of the
8. Customer satisfaction results are brought to every employee’s
attention at each level, from senior management to production
9. Every department considers the results and has input on how
to improve the results.
10. Departments with the highest customer service scores are
acknowledged and rewarded.
Never underestimate the importance of ongoing, regular
follow-up. You must constantly seek feedback from your
customers, employees, and anyone who comes in contact with your
customers. If management doesn’t continually seek feedback, then
it risks the “gap.” Management must know without any doubt that
their perception and the customers’ perception of good service
are the same.
About the Author
Jo Ann Joy is the CEO and owner of Indigo Business Solutions,
a legal and business consulting firm. Indigo Business Solutions
is a “one stop shop” for small businesses and can offer most of
the professional services that a business requires. They work
with clients to develop strategies that create value and
competitive advantage. Visit Jo Ann's website here: