Customer Orientation. WHY DO WE NEED A CUSTOMER CENTRIC BUSINESS MODEL?

Customer Orientation

• WHY DO WE NEED A CUSTOMER CENTRIC BUSINESS MODEL?

Customer Centric Business Customer Centric Business ModelModel

• REMEMBER: IBM KNEW MORE TECHNOLOGY THAN BILL GATES

• BUT, BILL GATES BECOME EXTREMELY SUCCESSFUL NOT BECAUSE OF TECHNOLOGY BUT BECAUSE OF ‘CLICK AND DRAG’

CUSTOMER CENTRIC BUSINESS CUSTOMER CENTRIC BUSINESS MODELMODEL• IS WHERE:

• Company and customer know each other well

• Customer is at the heart of the company and its employees

• Every change is driven by customer needs and aimed at customer delight

• Every employee believes he is benefited by serving the customer – with tangible as well as intangible benefits

Gandhiji on CustomerGandhiji on Customer

• “A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption of our work. He is the purpose of it. He is not an outsider on our business. He is a part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so".

Theft vs Lost customer

• In Reality..

• If a company lost 10% of its inventory to theft: Swift action would be taken…

• If a company is losing 10% of its customers to competitors, no one might even notice the same !!!

Customers want a relationship

Why do customers leave companies?

The value of Satisfied customer

The value of customer satisfaction

Typical Customer Segments

Why it pays to delight your customers

Data from customer listening posts

Just Fantastic

• Employees

• Customers

• Management

• Offices

• Dress Code

• Recognition

• Benefits

• Devotion

Customer Perceptions What Customers want

Compared with

What customers get =

Opinion of Service Quality

Fantastic Service

• Amazing• Astonishing• Awesome• Remarkable• Delight• Wonderful• Wow

Customer Satisfaction FocusCustomer Satisfaction Focus 8 Reasons why it means good business8 Reasons why it means good business

• If I am satisfied with you• I come back to you again• I buy more from you• I spread positive publicity• I recommend your product to my friends and

relatives• I tolerate minor inconveniences• I don’t mind paying extra• I help to solve your problems• I become blind to competition

Benefits of Satisfied Customers

• Helping retain jobs• Helping yourself by learning new skills

that will be important for professional growth

• Increasing your confidence• Effectively solving customer problems• Receiving more recognition from staff

and customers• Having more fun

Delighted Customer

“Research has shown that a delighted customer is 6 times more likely to repurchase your product or service than a satisfied customer”

Five Expectation Categories

• Reliability : Deliver what is promised

• Responsiveness: Do it promptly

• Assurance: Know how to do it

• Empathy: Do it with respect and understanding

• Tangibles: Ensure that buildings, surroundings and material are attractive

Customer Service: Governing Forces

• Mastery

• Positive Attitude

• Healthy Procedures

• Shared Vision and Teamwork

Caring is the Greatest Gift

Caring is an act of kindness to get us through the day. Caring is the greatest gift we can give someone

Handling Moments of truth

Care

• Let customers know you understand their needs.Make sure you let them know that they matter to you.

Handling Moments of truth

Apologize

• If you have made an error, or the organization has made an error, apologize

Handling Moments of truth

Fix It

• Go out of your way to solve the problem.Use your own good judgment. Execute it if you are empowered to do correct the situation.

• Contact your supervisor if higher authority is needed for best results

Fantastic Service Equation

Greeting the customer +

Determining needs +

Meeting needs +

Making the Moment memorable +

Checking Results +

Leaving the Door Open

= Fantastic Service