From the customer’s point of view, look objectively at the services and experiences you offer in each customer segment. Evaluate the actual customer experience at every contact point within your organization and with each and every team member.
Do your customers perceive:
Risk in dealing with your company?
Competent
performance of services?
Superior value received?
A convenient customer experience?
Timely and informative communication
delivered in their preferred manner?
Decisions
made in their Best Interest?
Advice
based on knowledge of what works,
what does not work and future technologies?
Do you want better results?
Purpose: Review the Vision
and Mission for your business to confirm that they are still relevant. Are the right customer segments being
served? Assess the alignment of your
team’s actions.
Focus: STOP doing anything that
distracts from delivering value to your customers and assign your resources to
the best customer segments.
Simplify: Make everything as
simple as possible to deliver a consistently convenient customer experience and
to make things go right. LEAN 5S and
Kaizen are good working concepts.
Reimagine: Get a Vision of
the type of customer you want and design offerings to attract them. Engage those customers in a manner that makes
them better customers. “Everyone Wins When Things Go Right”
Fascinate: Create a customer
experience that is uniquely compelling and appealing.
Align and Empower: Get your
team and ecosystem in agreement. Ensure
they have the training, information, processes and tools necessary to
consistently deliver your services and customer experience as designed.
Consistency: Repeatability is
essential to building customer trust and confidence as well as improving the
performance and satisfaction of your team.
Customers are your company’s greatest asset. Without profitable customers there is no
business. Creating loyal customers is
the path to making your business easier to run, more profitable and more
valuable.
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