Want to better understand customer focus and its role in business? Explore the origins of this method in detail.
According to Forbes, 96% of consumers say that customer service is essential to brand loyalty. Organizations that focus on customer interests generate 5-7 times more profit than those that don’t.
A number of reasons explain this phenomenon:
If the customer is delighted moj database with the level of service, he begins to recommend the company or its product. Word-of-mouth marketing works, making it possible to attract new consumers without advertising costs.
A satisfied person more often turns to the company he likes. Prefers it to similar trading enterprises. The client becomes a regular customer of the company he likes.
Customer churn becomes minimal, and the number of regular loyal customers grows.
A satisfied customer pays less and less attention to the price of a product or service . He can pay for more expensive things. A customer surrounded by attention will buy other products of this company.
The main goal of the customer-oriented approach has been studied. However, it is not enough to understand its advantages. It is important to learn how to use the methodology correctly in practice. Which is quite difficult. Therefore, some companies try to postpone its implementation until a more suitable moment. This is a profound misconception.
Customer-oriented services and products are necessary for large enterprises as well as small businesses. This approach is necessary even for the activities of an innovative startup. Caring for the interests of the consumer is useful not only for businesses occupying a niche with high competition.
Monopolistic companies may not consider the desires of customers as the main thing in business until a worthy competitor appears. Small business obliges to hold on to each customer with both hands. Customer focus is one of the main conditions for the survival of a start-up.
What level of customer focus is the most rational? Working exclusively to improve the quality of service will be ineffective. Only this parameter will not make people line up at the doors of your company. The buyer is interested in the full service cycle. The quality of the product is only part of it. It is safe to say that customer focus is necessary in every situation.
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5 myths about customer focus
Many companies create the appearance of customer focus instead of customer focus. In fact, their activities are far from this model. Let's look at five of the most common illusions.
"We work according to sales scripts/algorithms/regulations for working with customers, so our company is customer-oriented"
The realities of the present time push organizations to automate business processes, including in working with customers. This factor sometimes makes sales very difficult. Buyers often communicate with employees whose speech is similar to the speech of robots. They hear standard, monotonous phrases that reveal indifference to their problems and experiences. The buyer feels insignificant and uninteresting to the company.
Myths about customer focus