|Do you or your
business understand what it really means to be
Do you really understand what
is involved in being "Customer-Focused"?
Most businesses and individuals today have an idea of what it
means to be customer-focused but that idea often falls short of
the mark. The fact is, what most people feel is customer-focused
often leads to dissatisfied customers and problems that really
should not have surfaced in the first place!
Today we live in a world where competition is more intense that
at any time in our past. With the advent of the Internet and the
ability to search and compare without leaving the house, our
customers have more power and choices than at any time in our
lives! Our customers even have the ability to search for and
purchase products and services from companies hundreds of miles
away with just a click of a mouse or making a single phone call!
What does this mean for you and your business? It means that you
need to take advantage of every possible aspect of the customer
experience in order to provide the very best service experience
to your customer. It is no longer acceptable to address 6 out of
10, or even 9 out of 10, of the customer's needs in order to
make a sale! Odds are, if you are not providing a vital need for
a customer, someone else will. That results in lost customers,
lost sales, and a loss in revenue.
Often we do our best in trying to figure out what we need to do
in order to provide the very best experience for a customer. The
problem is that it is all too common to overlook certain factors
and needs in the process. We do not do this intentionally, we do
it because we have not been taught or conditioned to look at
things the proper way.
"Enhancing the Customer Experience" was written to
provide the guidance and thought processes needed to take any
individual or company and convert them to a
customer-focused" entity. By providing the tools and
processes needed to accomplish this, we enable everyone, and
every business, to start thinking the right way and begin the
process of becoming truly customer-focused.
The advantages of being totally customer-focused are many. In
addition to the obvious customer satisfaction benefits, we also
see reduced problems, reduced stress, reduced expenditures for
resolving issues, and increased business growth. In fact,
becoming totally customer-focused has so many benefits, there is
really no reason not to do it! The only problems occur when you
don't complete the entire process.
Think about the entire customer experience as a chain. If any
part of the experience goes wrong or "bad", the entire
experience will come apart. While any attempt to be
customer-focused is good, failing to address "every link in
the chain" may cause a lot of unnecessary problems down the
road. Problems that might have been able to be addressed before
they ever became problems in the first place! That is the focus
and reasoning behind "Enhancing The Customer