The Recipe is Simple, the
Implementation Is Not
Customer care is vital to survival and success
of a company. Still, many organizations are not doing it well. The American
Customer Satisfaction Index 2000 published by the University of Michigan
reported that 27% of customers were not satisfied with product or service
Customer Success 360
The new economic reality
is one of ever increasing competition driven by
innovation, informed and demanding
customers, commoditization of products and services, and relentless pressure
to cut costs and improve services. In this environment, customer service and
is a biggest
differentiator for businesses and a key source of your
sustainable competitive advantage.
Yin and Yang of Value Innovation
Selling Is Problem Solving
Be the Best Possible
10 Tips by Ten3 NZ Ltd.
Be a "Go-giver" in customer service.
It's no secret that every organisation of value in today's world
economy, is focused on customer service. The future belongs to
those individuals and businesses that service their customers in a
superior fashion. To get ahead, organisations must know who their
customers are and what they expect. They must deliver more.
The same applies to you as a member of the organisation. To get
ahead in your current and future employment, you must first know who you
customers are (e.g., your team leader) and what their expectations of
you are. You must then deliver more than those expectations....
Service as a Competitive Advantage
Businesses have traditionally relied on
product innovation for
competitive advantage. However, as products
became commodities due to global competition and relentless technological
advances, the battleground for
customer value creation
and service. This service-focused
competitive strategy has worked well
for numerous companies across various industry sectors.
Case in Point
"We learned to identify our core
Michael Dell, Founder of
Dell Inc. “We wanted to earn a reputation for providing great customer
service, as well as great products.
Engaging the entire company – from manufacturing to engineering to sales
to support staff – in the process of understanding customer requirements became
a constant focus of management, energy, training, and employee education.“ ...
Innovation: 7 Practice Tips
Live your customer's life,
"walk a mile in the shoes of your customer".
everyone, require every person,
regardless of their position, to spend time on customer
contact and services activities...
Customers for Life
The purpose of a business is to
keep a customer. If a business successfully creates and keeps customers
in a cost-effective way, it will make a profit while continuing to survive
and thrive. If, for any reason, a business fails to attract or sustain a
sufficient number of customers, it will experience losses. Too many losses
will lead to the demise of the enterprise.
According to Dun and Bradstreet, the single, most important
reason for the failure of businesses in America is lack of
sales. And, of course, this refers to resales as well
as initial sales. So your company’s job is to create and keep a
customer, and your job is exactly the same. Remember, no matter
what your official title is, you are a salesperson for yourself
and your company...
Building Cross-functional Cooperation...
Cross-functional Cooperation and Training...
Love What You Do...
Creative Customer Service in a
Three 'R's of Customer Service...
Measuring Customer Satisfaction...
Two Dangerous Assumptions...
Getting Right Customer
Eight Best Practices of Successful
Giving More for Less...
The Best Technique to Win the Customer Over...
Marketing & Selling Strategy at Different Company Growth Stages...
Understanding Risks Perceived by
"When" Is a New "What"...
Learning from Successes and Failures...
Two Main Ways to Grow Revenue...
Listening to Your Customer...
Solutions To Customer Needs...
Case in Point
Dell Computer Corporation...
Case in Point