Build a Customer-Focused Culture
an effective customer satisfaction strategy should include three key dimensions of success - focus, measurement and environment. A building of this culture, management can spend five steps to move your organization from one that does not take a proactive approach to one that is completely focused on the loyalty of profitable customers.
In each of the five steps of customer service and satisfaction of practice are set for measurement tools and techniques and complementary environment (organizational structure and roles) are described. As a practice, at each step, implemented successfully, the new practices are added, the subsequent measures that will help to continually improve links with kupcima.Prakse become integrated as the organization moves through each step, bringing in more players in the chain values (suppliers, employees, shareholders and vendors). Emphasis and estimates range from individual to team performance as the organizations progress through the steps.
Step 1: Minimize hassles
practices associated with this step is implemented to control the customer, as opposed to service them. Actions taken are not about customers but about reducing the cost of servicing them. Organization of the volume and price driven by customer service actions are about fixing problems, reducing errors and backlogs, responding to complaints. Management is focused on short-term results so that it has a low tolerance for mistakes. They believe that customers buy from them because of brand recognition, increase their reliability and responsibility for purchasing requirements.
organization internally focused and has a small number of employees with direct customer interface. Employees' jobs were highly segmented and customer segmentation based on local or product basis.
Step 2: Managing Discontent
the voice of the customer's part may be kulture.Upravljanje volume and price driven, and those companies in step 1, but they are the voice of the customer into their business plans at business unit level. They are working to make interaction easy target "best in class" status. Customer preferences are taken into account for product and service changes.
organization is a place where people and process changes are developed to enhance customer relationships and reduce disaffection. Although the management gives priority to short-term results, there is consideration given the long-term results in the planning stage, and customer satisfaction goals are set during the annual planning activities.
is used to manage customer data to improve internal processes and systems and train employees on how to deliver good service. They communicate with services and satisfaction with the results for all employees and to seek input and feedback from suppliers on the best ways to poboljšanje.Kupaca is segmented based on a combination of volume, type of product purchased and the place.
Step 3: Link Employees with users
culture is one of the customers comfortable, where staff are working on building relationships with customers, increase confidence, interest and involvement levels. Unique red and delivery options are available and the systems and processes are designed to allow users to interact easily with employees. In this step, the administration is a graduate of targeting specific customer segments.
Customer satisfaction is believed to be positively related to income, so that employees are encouraged to assist users. Management has a customer satisfaction goals built into their performance objectives and compensation awards, and strategic and business plans that are affected by projected future needs of customers. Team and individual performance measures.
Total number of channel management allows the exchange of information between functions and levels within the organization and its values outside suppliers. Supplier relationships are affected by working together, and distribution processes, as well as product development. Rating segmentation is based on the 'best' customers in relation to the number.
Step 4: Promoting community
In this step, there is a high degree of customer contact where their future needs are anticipated and employees are focused on them uživali.Osjećaj promotes community among employees and their clients, as well as between groups of customers. Management is focused on being seen as the 'best' and constantly interact with customers to create buzz about their products and services.
Strategic and Business Plans include targets customer satisfaction and employee input sought during the process. These goals drive Insourcing and outsourcing decisions that supplier relationships are developed and maintained on the basis of their commitment to customer service. Competitor performance has regularly captured and the data incorporated into annual plans.
Customer satisfaction performance is integrated into all awards and recognition and compensation programs so that employees think like entrepreneurs and have full authority and responsibility for delivering on customer satisfaction. Customers are segmented in many different ways, and product and service adjustments, provided that the top users. These organizations and May even have priority programs and hot lines for the top clients.
Step 5: Build a customer focused culture
Everyone knows what to expect, and has consistently delighted iskustvom.Ukupnog supply chain is built and managed, and supported to focus on balancing profitability with customer loyalty. Community involvement is important and image management working with both employees and customers to enhance both.
Employees are recognized and rewarded for their contribution to the community and management aligns with our customers that contribute significantly to the community.
move up, or through these five steps is a cumulative process of adding new practices. Organizations must continue to practice that helps their performance in the previous step, but now adopt new practices to advance further. Linking customer satisfaction to employee performance at the level reaches the organization progresses to Step 4, where the processes and systems in place to ensure a fair assessment.
such as the management takes on a new practice, performance tends to move from individual to individual and team goals, customer needs are becoming integrated into the strategic and business planning processes and, more players (suppliers, distributors, customers) are becoming part of the process to continuously improve customer satisfaction and build customer focused culture.
