Customer Orientation and Customer Focus

Organization’s Most Important Jobs

• Finding the customers
• Retaining the Customer

How Do You Achieve?

• Excellent quality
• Excellent cost (price)
• Excellent delivery
• Excellent service and relations

Hierarchy of Customer Satisfaction Levels

Journey from "customer satisfaction" to "customer delight" through speedily climbing the steps of satisfaction ladder:

• Step 1: Unbelievable (low) satisfaction level
• Step 2: Basic satisfaction level
• Step 3: Expected satisfaction level
• Step 4: Desired satisfaction level
• Step 5: Surprising satisfaction level
• Step 6: Unbelievable (high) satisfaction level

Key To improving Customer Satisfaction Levels

Continuous improvements in:

• Quality
• Cost (Price)
• Delivery
• Service and relations

Customer Satisfaction is Vital

• Satisfied customers recommend the organization that gave them satisfaction to about 8 to 9 people.
• On the other hand, dissatisfied customers give a bad word of mouth publicity to about 19 to 20 people.

Profit and Customer Orientation: Profit Spiral

• Satisfied customers means retained customers.
• Continued orders and possibly more orders.
• So, more value of orders.
• Price remaining the same, more profits.
• Continuous reduction of overall costs increase the margins.
• Therefore, still more profits.
• Price can now be a lever, can be reduced.
• Possibly resulting in more sales volumes.
• Still more profits.

Finally, Customer is the King (as told by M K Gandhi)

A customer is the most important visitor on our premises.
He is not interrupting on our work.
He is the purpose of it.
He is not outsider to our business.
He is a part of it.
We are not doing a favor by serving him.
He is doing us a favor by giving us opportunity to do so.

For More Guidance, Assistance, Training and Consultation

Contact: prodcons@prodcons.com

Originally posted at http://customer-orientation.blogspot.com/ Thursday, December 4, 2008