Why Customer Focus Differentiates
Why Customer Focus Differentiates
By Ray Miller
This is the second in a series of short articles about understanding why customer focus is strategically important, what it means to be truly customer-focused and how to create or improve customer focus in your organization. Many excerpts are taken from the book, That’s Customer Focus! We hope you find in interesting and helpful.
Has this ever happened to you? You're in a hurry. You want to complete your business and the person serving you is preoccupied with something other than serving you. Then when you are served, you might get an insincere apology for the delay followed by the completion of your transaction. If asked to describe this experience you would likely respond "That's typical" or "It's nothing more and probably a little less than I expected."
Welcome to the world of the average consumer.
Most people will probably tell you that good service is just common sense. They would also invariably say "For something so common, it sure is hard to find!" Edward R. Murrow said it very well: "What is obscure, we eventually see. What is obvious usually takes a little longer."
Research from a litany of reliable sources tells us that the primary reason that customers switch their loyalty from one company to another, in the range of 40% to 68%, is because of a perceived attitude of indifference on the part of the service provider. Sure, some leave because of price, or product quality, or other personal reasons; but the vast majority leave because of Poor Service.
These days, customers are really in the driver’s seat. The options and choices of similar products at similar prices at similar quality levels are greater than ever.
Advances in technology, reductions in production time and access to global distribution mean that products and services can be duplicated and customized faster than ever before. And your customers know this!
Consumers have more choices than ever before. This creates an interesting challenge. How do you create value when customers today are not seeing much difference in the choices they are offered?
Customers tend to look at value from four perspectives:
- the Price of the product or service,
- the Quality of the product or service,
- the degree of Innovation offered by the product and
- the Service provided to customers.
The quality of products continues to improve universally and competitors have developed the ability to duplicate even the most complex of those products. Innovation attracts younger consumers but no sooner do we see one innovation, than someone else comes along and clones it plus adds a few more bells and whistles.
Consider the evolution of the flat screen LCD TV. A couple of years ago, few could afford such a luxury item. Now there are LCD TVs to fit a wide range of budgets. And in addition to the traditional manufacturers of televisions, it seems that any one who manufactures computers also has their own LCD TV.
Developing a competitive advantage based solely on product quality and/or innovation is very difficult. And sustaining it is very expensive. You will also find that there is more price parity today than ever before. Very few companies can compete for long using price as a differentiating factor. By shifting your emphasis to service quality(a.k.a. Customer Focus), you will find the greatest room for differentiation.
For most companies, customer loyalty is the key to future profitability and growth. Corporate newsletters, national periodicals, and most executive speeches are peppered with a litany of examples demonstrating the relationship between customer loyalty and profitability. In almost every market we've learned that retained customers:
Are less expensive to serve because they know their role in the process.
Tend to lower marketing costs.
Often purchase more over time.
Are open to purchasing new and different products as they are offered.
Clearly, customers value service and whether they get good service or not, they expect it. If they don’t receive service at a level that meets their expectations, they will go elsewhere until they find it. Whether the economy is on the down swing or the upswing, no one can afford to lose customers.
Many companies still deliver lousy, inept, shoddy service and even more deliver only average service.
Simply stated:
Companies who differentiate themselves through their service have a competitive advantage.
There is a tremendous opportunity here for any company who wants to grow and prosper. Create customer focus in your company and differentiate yourself from your competition. You will be amazed at your return on investment.
Ray Miller is Managing Director of The Training Bank, a Training and Consulting firm specializing in Customer Focus, Service Improvement, Leadership and fully customized training solutions. He is co-author of the book That’s Customer Focus.
You can get more information about That’s Customer Focus by visiting www.thatscustomerfocus.com www.thetrainingbank.com or www.cantrainonline.com
Why Customer Focus Differentiates - To learn more about this author, visit Ray Miller's Website.
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Article - Why Customer Focus Differentiates
By Ray Miller
This is the second in a series of short articles about understanding why customer focus is strategically important, what it means to be truly customer-focused and how to create or improve customer focus in your organization. Many excerpts are taken from the book, That’s Customer Focus! We hope you find in interesting and helpful.
Has this ever happened to you? You're in a hurry. You want to complete your business and the person serving you is preoccupied with something other than serving you. Then when you are served, you might get an insincere apology for the delay followed by the completion of your transaction. If asked to describe this experience you would likely respond "That's typical" or "It's nothing more and probably a little less than I expected."
Welcome to the world of the average consumer.
Most people will probably tell you that good service is just common sense. They would also invariably say "For something so common, it sure is hard to find!" Edward R. Murrow said it very well: "What is obscure, we eventually see. What is obvious usually takes a little longer."
Research from a litany of reliable sources tells us that the primary reason that customers switch their loyalty from one company to another, in the range of 40% to 68%, is because of a perceived attitude of indifference on the part of the service provider. Sure, some leave because of price, or product quality, or other personal reasons; but the vast majority leave because of Poor Service.
These days, customers are really in the driver’s seat. The options and choices of similar products at similar prices at similar quality levels are greater than ever.
Advances in technology, reductions in production time and access to global distribution mean that products and services can be duplicated and customized faster than ever before. And your customers know this!
Consumers have more choices than ever before. This creates an interesting challenge. How do you create value when customers today are not seeing much difference in the choices they are offered?
Customers tend to look at value from four perspectives:
- the Price of the product or service,
- the Quality of the product or service,
- the degree of Innovation offered by the product and
- the Service provided to customers.
The quality of products continues to improve universally and competitors have developed the ability to duplicate even the most complex of those products. Innovation attracts younger consumers but no sooner do we see one innovation, than someone else comes along and clones it plus adds a few more bells and whistles.
Consider the evolution of the flat screen LCD TV. A couple of years ago, few could afford such a luxury item. Now there are LCD TVs to fit a wide range of budgets. And in addition to the traditional manufacturers of televisions, it seems that any one who manufactures computers also has their own LCD TV.
Developing a competitive advantage based solely on product quality and/or innovation is very difficult. And sustaining it is very expensive. You will also find that there is more price parity today than ever before. Very few companies can compete for long using price as a differentiating factor. By shifting your emphasis to service quality(a.k.a. Customer Focus), you will find the greatest room for differentiation.
For most companies, customer loyalty is the key to future profitability and growth. Corporate newsletters, national periodicals, and most executive speeches are peppered with a litany of examples demonstrating the relationship between customer loyalty and profitability. In almost every market we've learned that retained customers:
Are less expensive to serve because they know their role in the process.
Tend to lower marketing costs.
Often purchase more over time.
Are open to purchasing new and different products as they are offered.
Clearly, customers value service and whether they get good service or not, they expect it. If they don’t receive service at a level that meets their expectations, they will go elsewhere until they find it. Whether the economy is on the down swing or the upswing, no one can afford to lose customers.
Many companies still deliver lousy, inept, shoddy service and even more deliver only average service.
Simply stated:
Companies who differentiate themselves through their service have a competitive advantage.
There is a tremendous opportunity here for any company who wants to grow and prosper. Create customer focus in your company and differentiate yourself from your competition. You will be amazed at your return on investment.
Ray Miller is Managing Director of The Training Bank, a Training and Consulting firm specializing in Customer Focus, Service Improvement, Leadership and fully customized training solutions. He is co-author of the book That’s Customer Focus.
You can get more information about That’s Customer Focus by visiting www.thatscustomerfocus.com www.thetrainingbank.com or www.cantrainonline.com
Why Customer Focus Differentiates - To learn more about this author, visit Ray Miller's Website.
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Leanne Hoagland-SmithAre your sales where you want them to be? Will you be one of the few who achieves sales or business success or one of the many who have failed to change? Are you tired of being told you are like everyone else? Then you may find my first book on sales of interest. Be the Red Jacket in the Sea of Gray Suits, The Keys to Unlocking Sales available at Amazon or at http://www.processspecialist.com/red-jacket.htm. This book is a reflection of my no-nonsense approach to improving sales to overall business results. If you are truly committed to making sustainable changes, then I can help you secure a positive return on your investment because I focus on executable solutions not telling you the problems you already know you have. From training to corporate (group) coaching to executive one on one coaching, my approach is to assess, create awareness, build a goal driven action plan and then execute. The bottom line question is "Not do you or your employees know it, but do you or they want to do it?" Please call for a free strategy session at 219.759.5601. - Visit Leanne Hoagland-Smith's Website |
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David AchesonDavid Acheson is the founder of DCJA Consultancy. DCJA Consultancy is a management consultancy business specialising in B2B sales consultancy. They offer bespoke and packaged sales consultancy including Sales Optimisation Review, Interim Sales Management, Sales & Marketing Review, 1:1 Sales & Management Staff Analysis, Management Training, Solution Sales Training, Creation of New Pay Plan, KPI's, run Customer Feedback Campaigns, assist with Recruitment, Coaching, Appraisals and set up Strategic Marketing Campaigns. David spent his early career in accountancy and then moved into sales in 1982, working in Office Equipment, IT, Advertising, Training, Outsourcing and Consultancy. He has held many Senior Positions in SMBs and Global Organisations including Head of Sales Operations & Head of Business Development. His knowledge, skills and great experience of the Sales Industry has led to David making keynote speeches and running educational sessions to key businesses through organisations including The Chamber of Commerce and Business Link. - Visit David Acheson's Website |
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