In today's business, establishing good relationships with customers are very crucial for business success in this competitive globalised environment. Having good relationship with our customers mean knowing them well and satisfying their need by service with the smile.
Customers include internal as well as external. Internal customers include our staffs and stakeholders whereas external customers include direct and indirect customers and suppliers. Apart from our product/service with continuous innovation and pricing strategies, customers are key entities and variables that affect our business.
There are three value points in our business - the what and the how. The what includes our pricing and product/service and the how is the service delivery and mindset. Various studies have shown that service delivery/mindset is the main factor that put our customer at risk. However, this is the blind spot to many business enterprises. They tend to oversee the importance of service delivery. Typical example is the IVR system that put customers to voice machine used by many big corporation. 10 out of 10 customers don't like the system but they still proceed with this "cheaper" option instead of proper call center. They tend to blind fold themselves in this case instead of investing on it. Well, losing a customer is easy but to get one will take a long while if lucky.
In the nutshell, personal touch is very crucial for our business success. If we take care of our customers, our customers will take care of our business. Therefore, establishing and managing good relationships with our customers and also good service delivery is a must for business excellent.
Customers include internal as well as external. Internal customers include our staffs and stakeholders whereas external customers include direct and indirect customers and suppliers. Apart from our product/service with continuous innovation and pricing strategies, customers are key entities and variables that affect our business.
There are three value points in our business - the what and the how. The what includes our pricing and product/service and the how is the service delivery and mindset. Various studies have shown that service delivery/mindset is the main factor that put our customer at risk. However, this is the blind spot to many business enterprises. They tend to oversee the importance of service delivery. Typical example is the IVR system that put customers to voice machine used by many big corporation. 10 out of 10 customers don't like the system but they still proceed with this "cheaper" option instead of proper call center. They tend to blind fold themselves in this case instead of investing on it. Well, losing a customer is easy but to get one will take a long while if lucky.
In the nutshell, personal touch is very crucial for our business success. If we take care of our customers, our customers will take care of our business. Therefore, establishing and managing good relationships with our customers and also good service delivery is a must for business excellent.
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