Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Customer Focus

11,938 views

Published on

Published in: Business, Education
  • Check the source ⇒ www.WritePaper.info ⇐ This site is really helped me out gave me relief from headaches. Good luck!
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Did you try HelpWriting.net?. They know how to do an amazing essay.
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Follow the link, new dating source: ❶❶❶ http://bit.ly/39sFWPG ❶❶❶
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
  • Sex in your area is here: ❤❤❤ http://bit.ly/39sFWPG ❤❤❤
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here

Customer Focus

  1. 1. Customer Focus Customer loyalty and company profitability relation
  2. 2. Old Is Gold  New Customers : • Requires significant amount of resources • High Maintenance and have a lot of questions  Old Customers : • Are aware of your products and services • Provide positive referrals
  3. 3. “ The longer you have a customer the more profitable the customer becomes”
  4. 4. How to create loyal customers?  Loyal life time customers can be created by concentrating on:  Customer values and company goals  Employee satisfaction  End goal of customer  Evolving with customer needs
  5. 5. Customer values and Company Goals  Let the wrong customers walk away  Define your target customer  Take time to identify your target customers  Develop plan to ONLY please the target customers
  6. 6. Employee Satisfaction
  7. 7. Avoid Cycle of Mediocrity Low job satisfaction High turnover Lowered expectatio n and training Low customer satisfaction Low sales
  8. 8.  Invest in training : Training must be a right mix of inter-personal and tool skills  Tie rewards to your goals : Rewards should reflect the culture and values of your organization  Allow latitude within limits
  9. 9. Focus on end goal of Customer
  10. 10.  Realize that customers buy results not products and services • Example : Person buying medicine wants cure not just the product  Map out every step in the process and make sure it adds value to the product and service  Set customer friendly processes  Collect customer feedback
  11. 11. Evolve with Customer needs
  12. 12.  Remember that customer needs and changes evolve with time. Change your product and service accordingly  Think outside in : Think from customer point of view  Customer feedback must concentrate on measuring satisfaction and know their evolving needs

×