By this period every year, it’s typical for organizations to review the key metrics for evaluating their progress. Then with a view to improving the metrics, targets are set for the New Year. Usually, these metrics include sales, revenue, and ultimately profit.
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In trying to respond to this question, many employees would think only of the customer who purchases their organization’s goods or services – the external customer.
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Poor customer service creates a leak in your organization, causing potentially loyal customers to slip away. In other words, poor service will cost your organization money. Lots of money.
You incur this cost in two ways . . .
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Few years ago, I needed to enroll my child in a primary school and was checking some schools. I got to one particular school, after talking with their representative and she showed me around the school, everything seemed fine. I decided to enroll my child in the school.
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No matter what product or service you provide, it is the customer who defines value. Hence, to succeed, it’s essential to see value from the customer’s perspective. If not, you will not understand the actual needs of the customer.
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When you provide the right service at the right price, at the right time, and to the agreed-upon specifications, the customer is satisfied. This is the mission of most organizations because they assume that it is sufficient to satisfy customers. But studies conducted on the relationship between customer satisfaction and customer loyalty show that this assumption is deeply flawed.
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