How do we handle customer service gap?

Finding Solutions That Expose Puzzle Organizations

Organizations believe they are exactly what customers want. Ask all companies and apply Paretto's principle. 80% of organizations think that they provide exemplary customer service. Ironically, less than 20 percent. According to Bain and Company consultancy research, only 8 percent of companies actually serve customer service.

Our current environment is a kind of gap in service delivery. There are many reasons for this difference, but we think that there are two issues that contribute to this gap: a) Greed and (b) Ineffectiveness of customer relations.

Greed Peter Drucker's senior consultant's numerous statements are famous. However, in the management practice, Drucker clearly states: "There is only one valid definition of a business goal: creating a customer". Today's organizations are strengthened by two fundamental issues – competition and productivity. The emphasis is so acute that increasing revenues, higher profits and increasing productivity ignores the required concentration.

For example, Starbuck, the airline industry and retail establishments. Every time an organization believes that it can achieve more growth, raise fees, no CEO or analyst stops asking what the client is doing. Prior to the increased fees, customers will have two purposes: 1) either Starbuck or 2), such as American Airlines. Yet, when fees rise, customers are inclined to jump on the ship for cheaper and more attractive alternatives.

The solution for each business is thoroughly analyzed to determine potential market losses. New revenue means nothing if you lose your core customer base. The customer's dissonance can not be accepted by itself.

Customer Relationships Customer relationships are very difficult to build, that is, unless you focus on the core element. Firstly, as mentioned above, the organization must create a complete strategy for the client. Strategic issues are: "Who is the customer, why he buys the customer, what value does our company offer, how can we reach our customers with products, services, and announcements?" In these matters, all beliefs, all values ​​and corporate attitudes as well as the client need to be a means. Nothing happens, nobody pays, and electricity does not give power to plants unless the customer is involved . There are a number of techniques to align with your customers –

Returning from CRM We do not dispute the power and functionality of Customer Relationship Management, but we put too much resources on these trivial software systems, do not try to increase human interaction with software. Just like a political candidate, if you want to press the meat, then do so, do not miss email accidentally.

Interaction The spread of internet and technology is the most important means of interaction. Proctor, Gamble and Southwest Airlines are long-known avatars that the best part of customer service is there! Get off your carcass and stop the initial conversation. Make a plan to meet your customers as often as you can.

Enculturation. The whole organization should focus holistically on customer service. Everyone has to focus on one thing, why you're in business. Examples here are FedEx, where culture suggests that everyone's employment is guaranteed by one-day delivery.

Value and Brand. There is little doubt that a housewife will buy home appliances. You buy it because it was the experience of others. Speed, cost, and service are part of a value-driven customer experience. Cadillac and Coca Cola have become industry standards thanks to this success. Not many people claim that business is a bull.

Avatar and Advertising. If the service you provide is so strong that your customer base is for you. When the time comes for prospective customers to be higher than ads that will result in new customers arriving, the difference between customers is greatly reduced. Crocs's clothing company created a billion-dollar unit with little advertising.

Value It's so important again. What does the customer value? The default price, but this is not true. Price is just part of value. The concept of value is complicated and unpresented, the only person to react to is the client himself. The management must refrain from board meetings and speculation if the organization requires the response, then ask the customer

Feedback Loops. In addition to customer visits, provide success with customer briefings, focus groups, interview, 360 feedback and other coercive mechanisms. The Customer Service is not one-dimensional and requires organizations to link points between the knowledge currently offered by customers and customers. This includes organizational functions and customer response times.

Roads to customer service and customer loyalty are rocky, indescribable and complex. And today's competitive matrix further complicates the problems. There are many ways to build numerous bridges to close the gaps. However, the most important thing is that he does not deal with the issues of the meeting rooms, and the silence remains among the issues. Missed promises are the missing pieces of puzzle, as they are the keys to future growth. Gaps between customers are downloaded when the organization's culture tops the admiration and energy-related emphasis on a key corporate tool – the customer

Copyright (c) 2008 Drew Stevens PhD

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