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Customer Focus Just 5 SimpleThings You Need to Think About
Written by: Martin HaworthArticle Overview: In all the businesses we conduct, there are customers. And they are the life-blood to us. It's TRUE! Despite all the million and one things we are doing - we've got to have paying customers! Nevertheless, just five things will dictate success or failure. Have you got them right?
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Customer Focus Just 5 SimpleThings You Need to Think About
You can boil down the difference between successful businesses and the rest in how they work with their customers, in just five areas.
So, what does this mean?
1. What They Want
Selling what your customers really want is just critical. Being on good enough terms with your customers to research, (he,y maybe just by chatting with them - radical idea, huh?), helps you find out how you can best serve their needs.
2. Price is Right
By balancing the kind of pricing you want to offer with exceptional service levels, there is a fascinating calculation to be made. Prices rock-bottom with inadequate attention to item 5 are not likely to bring profitable consumers rushing to your door. Providers have an ongoing dance between price and service - be aware of it. It is not possible to sustain your business with lowest prices and poor service.
3. When They Want It
In the internet world, availability of your goods and services is measured critically far more than ever before. You may not need to be 24/7, but you certainly need to be aware of it. More traditional customers are also becoming more demanding. So businesses need to be especially sensitive to the hours they trade, whether they sell goods or services, by stores and/or phone.
4. Easy To Buy
With the advent of the internet, making it easy to purchase is vital. Why not make purchases from the comfort of your home study or workplace office? So having your people who are available, exactly when your customer wants them, to make payment for goods and services really easy is a serious point worth considering.
Even in stores, the sensitivity of simply having staff focused on delivering the very best of attention is critical. Every day there may be threats to different shopping channels, so the adage that you 'only have one chance to make a first impression' is becoming ever more important.
5. Trusted Follow Up
By ensuring that you have all your ducks in a row so far, sustainably building whatever business you are in, is vitally dependent on how you handle ongoing customer service. Indeed if you are only focusing on a one-time purchase, then, frankly, you are not going to have much of a future. Repeat business is very inexpensive for you, so an investment of post-purchase excellence is very worthwhile.
By focusing on these five elements, teasing out the consequences with your management teams, you will have a great chance of making business progress. If you choose not to take the time to analyse what you truly need to do, there will be a jeopardy for you in the not to distant future.
Martin Haworth is a business and management coach and trainer, working with a range of clients from corporates to individuals worldwide. www.MartinHaworth.com
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Article Tags: adage, advent of the internet, consumers, ducks in a row, exceptional service, first impression, home study, inadequate attention, internet world, lowest prices, radical idea, rock bottom, shopping channels, traditional customers
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To add to your thread, I'd like to recommend Jonathan Tisch's "Chocolates On The Pillow Aren't Enough: Reinventing The Customer Experience".
Tisch's book includes content on "Welcoming Customers", "The New Art of Customization", "The Challenges of Customer Diversity" and "Offering Something Extra to Your Customers" to name a few.
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