The Customer

Getting closer to our customers is a top priority. 

Ever increasing competition, a more informed and social customer base and increase in consumer sophistication has put pressure on companies to differentiate in order to attract and retain customers. I once worked in a bank where you are more likely to be fired for behaving rudely to a customer than for perpetrating cash fraud. A top range customer experience was one of the values of that organization that it was ready to sacrifice anything else to reinforce! The customer experience is growing in importance and visibility because they are increasingly becoming instrumental to driving the innovation, development and day to day operations that will win and keep our business now and for the long run.

The goal of every one of us should be to move our customers (both internal and external customers) from satisfied to loyal and then from loyal to advocate customers. When we build a reputation for great customer service, we are likely to grab more customers who will also be willing to recommend us for our outstanding service more than our product or pricing. Bad customer experiences will not only push the customers away, it will also make them to discourage others from doing business with us. In effect, a good customer experience is more important than several advertising campaigns on the TV screens or newspapers.

What do you need to do? Resolve customer queries on time. Produce quality work within timelines at minimum error rate and support colleagues with incurable passion. Master your art and be ready to listen. Of course there will be need for coordination, cooperation and collaboration between all our teams if we must evolve the ultimate customer experience. Without it, we are not yet in business.

You will reach your zenith!