2024 Author: Howard Calhoun | [email protected]. Last modified: 2023-12-17 10:16
Customer focus is a rather vague concept. In order to determine its purpose, it is necessary to highlight the main features of this direction in the work of a company, enterprise or institution. There are a lot of concepts and definitions. But we will use two that more accurately reflect the goals and directions
customer-centric. The first involves the ability of the company to build relationships with external and internal customers so that they become balanced and mutually beneficial. The second is an alternative, in relation to the classical (4R) rule, approach to the client. These two definitions complement each other well. That is, the principles of the company, institution, firm, enterprise explain the achieved result of the work.
“Customer centricity is…”: reverse examples
You went to the bank to open a deposit, a credit card or some other service, of course, hoping to get modern service. However, the operator pleasantly surprises you with the fact that you need to pay for the Internet banking service. Another situation. Ordered goods in the online storethe courier brings not the first time, but he does not know to warn in advance by calling. And here is another painfully familiar case: you call the service. In response, an encouraging phrase sounds: “Stay on the line. Your every message is important to us. But sometimes you have to wait more than half an hour for a response from the operator. The customer focus of the company in the above examples is, of course, a big question.
“Customer centricity is…”: examples for clarity
To understand the essence of such a concept well, it is good to present it with an example
public and private companies. The first thing that comes to mind is medical services. If you call the registry of the municipal clinic and at the other end of the line they do not pick up the phone for a long time, then this is taken for granted. A conditionally free service does not imply a high level of service. But if the clinic is private. And if you are ready to pay for the services of this institution, then a call without an answer will be perceived at least with bewilderment. The more the client is willing to part with, the greater his expectation.
"Customer orientation is…": internal principles and rules
If we talk about the internal difficulties of restructuring the company in accordance with this concept, then it is worth focusing on three issues. The first one is
Customer focus of employees. It is the staff that is the link between potential customers and the company. It is hestands behind every new or ongoing project. Therefore, it is very important that employees understand and share the goals of the company, the value of the concept of "customer focus", clearly know the procedure for dealing with certain situations when communicating with customers.
The second issue requiring special attention is financial resources. They are necessary for any restructuring of the policy of an institution, firm, enterprise. Not always customer focus brings big profits in the shortest possible time. But often this is offset by the company's greater market weight or competitive advantages.
The third question, probably the most difficult one, is the client. There is one for every product and service. Therefore, uniform rules of customer orientation are not so easy to derive.
In this article, of course, the topic "customer orientation is" is not open in the full picture, but as an introductory information it is quite acceptable.
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