How to be a customer-focused company

It pays to keep customers happy, so choose them over the competition, even if they have to pay more for their products or services. The following statistics show that businesses can pay more for excellent service:

1. Most customers will spend at least 10 per cent more for the same product with better service.

2. When a customer receives bad service, he or she says at least 20 people.

3. When a customer receives good service, he or she says up to 10 people.

4. If customer complaints are handled quickly and pleasantly, at least 80 percent of customers repurchase from that company.

5. If the service is bad, at least 90 percent of customers will not return.

6. If the provider of employees to take time to establish rapport and build a relationship with the customer, almost all transactions are completed faster and more efficiently.

You must close the gap between service and customer expectations. This creates a great opportunity for your company to do better than your competitors and gain market share. You can catch up if you know the needs of customers. This means you must communicate with customers. These are some characteristic of a society oriented to the customer:

1. Rewarding staff when they reach the customer satisfaction.

2. Managers support staff to do their jobs well, and the staff focuses on customer satisfaction.

3. Employees are encouraged and rewarded for good customer service skills.

4. Employees are trained to provide excellent customer service.

5. All employees know their customers and greet them by name.

6. Employee feedback is regularly sought and considered on key customer issues before making decisions.

7. Regular monitoring of customer satisfaction is part of the business.

8. Results of customer satisfaction are brought to the attention of every employee at every level, from management to production workers.

9. Every department considers the results and has input on how to improve results.

10. Departments with the highest scores for customer service are recognized and rewarded.

Never underestimate the importance of continuous, regular follow-up. We must constantly seek feedback from your customers, employees and everyone who comes into contact with customers. If management does not always looking for feedback, then you risk the "gap". Management must know without doubt that their perceptions and customer perceptions of good service are the same.

Jo Ann Joy, Esq., MBA, CEO
Indigo Business Solutions. .

You can contact Jo Ann by phone at (602) 663-7007, by fax at (602) 324-7582, e-mail at Indigo joannjoy@Solutions.net Affairs, and by mail to 2,313 East Ocotillo Road., Phoenix , AZ 85016

For more information on these and other issues important to business and legal advice, please visit our website http://www.IndigoBusinessSolutions.net

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