Customer Focus

Customer loyalty and company profitability relation

Old Is Gold

New Customers :

• Requires significant amount of resources

• High Maintenance and have a lot of questions

Old Customers :

• Are aware of your products and services

• Provide positive referrals

“ The longer you have a customer the more profitable the customer becomes”

How to create loyal customers?

Loyal life time customers can be created by concentrating on:

Customer values and company goals

Employee satisfaction

End goal of customer

Evolving with customer needs

Customer values and

Company Goals

Let the wrong customers walk away

Define your target customer

Take time to identify your target customers

Develop plan to ONLY please the target customers

Employee Satisfaction

Avoid Cycle of Mediocrity

High turnover

Low customer satisfactio

n

Low sales

Lowered expectatio

n and training

Low job satisfactio

n

Invest in training : Training must be a right mix of inter-personal and tool skills

Tie rewards to your goals : Rewards should reflect the culture and values of your organization

Allow latitude within limits

Focus on end goal of Customer

Realize that customers buy results not products and services

• Example : Person buying medicine wants cure not just the product

Map out every step in the process and make sure it adds value to the product and service

Set customer friendly processes

Collect customer feedback

Evolve with Customer needs

Remember that customer needs and changes evolve with time. Change your product and service accordingly

Think outside in : Think from customer point of view

Customer feedback must concentrate on measuring satisfaction and know their evolving needs