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.
(more…)Tag: Customer Satisfaction
The Cost of Poor Customer Service
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 . . .
(more…)What Are Your Organization’s Moments Of Truth
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.
(more…)Understanding value from the customer’s perspective
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.
(more…)Making Customers Satisfied is Out of Date
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.
(more…)