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A Customer Service Driven Organization
To help focus and align your thinking and actions, and in order to anticipate and correctly react toward building both a perceived and an actual customer value proposition you, and indeed every employee of your organization, must be able to answer the following questions with a yes.
By: Roger Ingbretsen
To help focus and align your thinking and actions, and in order to anticipate and correctly react toward building both a perceived and an actual customer value proposition you, and indeed every employee of your organization, must be able to answer the following questions with a yes.
By: Roger Ingbretsen
• Do I deliver what I promise?
• Do I anticipate my customer’s needs?
• Do I proactively listen to the customer?
• Do I proactively seek to meet the needs of my customer?
• Do I provide customers with what is required for their success?
• Do I create new and unique products and services that will benefit the customer?
• Do I seek to understand my customer’s problems, concerns, interests, and strengths?
• Do I constantly develop solutions that solve the customer’s problems?
• Do I outperform the competition?
•.Do I encourage customers to recommend my products and services to others?
• Do I continually work on improving my relationship with my customer?
• Do I continually make it easy for my customer to do business with me?
Customer focus is essential, because it is the reason why a company can stay in business. Without the customers seeing and buying the value of your knowledge, products, and services, all other corporate values cannot evolve. Customer attraction, satisfaction, and retention, to your knowledge, products, and services (both internal and external) are driven by the customer’s perception of the value of your offerings relative to the competition. They are also driven by the connection the customer makes to your culture. In other words, do they like doing business with you?
With this said, we will discuss some of the whys and how’s of the questions you just answered. The action of delivering what is promised speaks to the idea of commitment. Commitment to the customer is essential in building a customer focused relationship. Relationship building leads to a better understanding and an anticipation of what your customers need and the requirements they are seeking for their future success. By understanding both the industry needs and the specific customer needs, your organization is better prepared to create new and unique products and services that will benefit the customer and your industry at large.
A solid understanding of the customers concerns, interests, and strengths, helps make a sale a joint problem resolution, rather than a traditional “buy-sell” negotiation. This approach leads to a win-win relationship. A win-win approach is at the heart of strategic selling, which is, in turn, at the heart of your long-term sustainability and growth. It is important to understand that customers buy your products and service for their reasons, not yours. This is why you must walk in their shoes, understand what problem the customers want solved, and proactively seek to meet your customers’ needs. They must connect your knowledge, products, service, and solutions to their problem or need.
Page 2
About Ingbretsen Consulting LLC: Coach and author Roger Ingbretsen is a certified executive coach and organizational developer providing organizational and career guidance to professionals, managers, supervisors and all individuals looking for "real world" career development information. His entrepreneurial approach will help you learn how to use your strengths, plan, lead and succeed in your career. To know more and claim dozens of Rogers free articles go to www.ingbretsen.com.
• Do I anticipate my customer’s needs?
• Do I proactively listen to the customer?
• Do I proactively seek to meet the needs of my customer?
• Do I provide customers with what is required for their success?
• Do I create new and unique products and services that will benefit the customer?
• Do I seek to understand my customer’s problems, concerns, interests, and strengths?
• Do I constantly develop solutions that solve the customer’s problems?
• Do I outperform the competition?
•.Do I encourage customers to recommend my products and services to others?
• Do I continually work on improving my relationship with my customer?
• Do I continually make it easy for my customer to do business with me?
Customer focus is essential, because it is the reason why a company can stay in business. Without the customers seeing and buying the value of your knowledge, products, and services, all other corporate values cannot evolve. Customer attraction, satisfaction, and retention, to your knowledge, products, and services (both internal and external) are driven by the customer’s perception of the value of your offerings relative to the competition. They are also driven by the connection the customer makes to your culture. In other words, do they like doing business with you?
With this said, we will discuss some of the whys and how’s of the questions you just answered. The action of delivering what is promised speaks to the idea of commitment. Commitment to the customer is essential in building a customer focused relationship. Relationship building leads to a better understanding and an anticipation of what your customers need and the requirements they are seeking for their future success. By understanding both the industry needs and the specific customer needs, your organization is better prepared to create new and unique products and services that will benefit the customer and your industry at large.
A solid understanding of the customers concerns, interests, and strengths, helps make a sale a joint problem resolution, rather than a traditional “buy-sell” negotiation. This approach leads to a win-win relationship. A win-win approach is at the heart of strategic selling, which is, in turn, at the heart of your long-term sustainability and growth. It is important to understand that customers buy your products and service for their reasons, not yours. This is why you must walk in their shoes, understand what problem the customers want solved, and proactively seek to meet your customers’ needs. They must connect your knowledge, products, service, and solutions to their problem or need.
Page 2
About Ingbretsen Consulting LLC: Coach and author Roger Ingbretsen is a certified executive coach and organizational developer providing organizational and career guidance to professionals, managers, supervisors and all individuals looking for "real world" career development information. His entrepreneurial approach will help you learn how to use your strengths, plan, lead and succeed in your career. To know more and claim dozens of Rogers free articles go to www.ingbretsen.com.
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