Customer FocusFebruary 2014

CUSTOMER

Today’s Objectives

By the end of this session, I want us all:

1. Thinking about the Customer

2. Thinking about adding value (defined by the customer)

How are we going to do this?• Group discussion – “Personal Customer

Experiences”

• Video Clip: How to Become a Customer Company

• Discussion – Global Competition

• DVD: Time – The Next Dimension of Quality

• Discussion – Adding Value

Personal Customer Experiences

• Think about a time when you had an unfavorable or unpleasant experience as a customer (with any product/service).

– What did not meet your expectations?

– How did that make you feel?

– What pain did this cause you?

– Did it affect your decision to go back?

– Was there an alternative choice?

Personal Customer Experiences

• How about an example of the other side of this where the service was above and beyondor the product exceeded expectations?

– What made it special?

– How did that make you feel?

– Did it affect your decision to go back?

– Did you talk about it with others?

1st Video and DQ’s

How to Become a Customer Companyhttp://www.youtube.com/watch?v=2wTE3k0GqTg

• What did you see?

• Different than 10 years ago? 20 years ago?

• What’s it going to look like 5 years from now?

Observations/Realizations

• Customers have choices – how we buy, where we buy

• Lots of competition!

• So much information available at our fingertips!

• The world is getting smaller and faster

• Others?

Today’s Customer Is:

• Well-informed

• Impatient

• Unpredictable

• Savvy (practical understanding or knowledge)

• Finicky (very hard to please, requiring a lot of care or attention)

• …and they HAVE OPTIONS!

Losing Customers

Why do businesses lose customers?

According to one source, a survey with which you may be familiar asked customers why they changed suppliers/vendors.

Here are the results:

5 percent developed a good relationship with another supplier. 9 percent found less-expensive products elsewhere. 18 percent were unhappy with the service or product. 68 percent left because of the poor attitude of the supplier.

Your Customers Are the Lifeblood of Your Business

How to Maintain Your Consumer Base

It is never easy to win new business, which is why we should nurture existing customers and try to minimize problems and inconvenience.

It's a good idea to:• Make regular visits or calls - spotting trouble early on can help prevent it• Reply to calls/queries as soon as possible• Talk to your customers -- find out about them• Keep them well informed• Conduct regular reviews of your performance - see your service through

their eyes

Ensure that the lifeblood keeps flowing through the veins of your business.

Quotes from Creating a Company for Customers – How to Build and Lead a Market-Driven Organization

“In a market-driven company everyone, from the CEO to the telephone salesperson, is preoccupied with what the customers need and delivering it to them.”

“Most boards (companies) are spending too much of their valuable time on internal operational efficiency (doing things right) at the expense of external operational effectiveness (doing the right things).”

“In a world of increasingly demanding customers, marketing is too important to leave to the marketing department. Everyone in an organization must focus on the same goal: winning customer preference.”

How do we provide value to the customer?

• DVD: Time – The Next Dimension of Quality

– 17 minutes

– Consulting firm

How is customer value defined?

How do we provide value to the customer?

• DVD: Time – The Next Dimension of Quality

How did the video define Customer Value (3 criteria)?

1. The Customer has to care about it.

2. The thing has to physically change.

3. It has to be done right the first time.

What Else Can We Do?

1. Do it right the first time!2. Be proud of what you do. Be proud of our products and

services. Be proud of Bivar.3. Learn as much as you can – about your job, about our

products and services, about the industry, the competition, etc.

4. Share your wisdom with others.5. Look for ways to improve. Fix things that are broken or

tell someone about it. 6. Help others succeed. 7. More…

Value Innovation Payoff

ESOP Valuation

Quarterly Bonuses

Sustainable Growth

Enhanced Customer Value

Personal / Team Satisfaction

New Challenges, New Opportunities, New Victories!

Closing Comments

• Did we accomplish our objectives (thinking about the customer & adding value)?

• Are there some things that we can do differently?

• Around the room – any comments?

• My perspective – we are doing a lot of great things; we need all of you!!

CUSTOMER