|Do you or your business understand what it really means to be "Customer-Focused"?|
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 Experience."