Keep your customers close to your heart (and to the heart of your business)

National Customer Service Week - Tip #4

Obtain true business excellence that has a significant impact on your bottom line by ensuring that your organisational culture is completely focused on the customer. Voice of the Customer programmes which analyse customer feedback can highlight significant trends, which might be missed without a formal programme in place. Trends or patterns can then be escalated by creating business improvement projects, formed by cross-functional teams, to address problematic issues.

Giving visibility of customer issues and their status enterprise-wide will help to provide a speedy response to improve customer service. Getting everyone focused on the customer creates a customer centric culture with customers at the very heart of your business. If your customers feel loyalty towards you, it will take a lot to push them towards your competitors.

Written by Keith Schorah on 07 October 2010 at 00:00
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