Thursday, December 28, 2006

It's not Just Customer Service

The old year is passing and with it one of the most maddening weeks of the year for most retail businesses regardless of the country. For B2B businesses it’s a week of slow downs, key people on vacation and year end quotas hanging in jeopardy. The auditors, business owners, and accountants are cranking it up trying to get a head start on closing out the month and year end books, and on top of that a barrage of bargain hunting customers are trying the patience of the most forgiving of customer reps and clerks.

To help in this maddening world of business it is still very important to focus on the customer. Why? First of all they do pay the bills. It is in the customer that we find the reason to keep the doors open and hope for our companies future. With this in mind the idea of customer service isn't enough. Being polite, smiling, gracious, courteous, helpful and a host of other adjectives aren’t going to bring the house down. Customer service is only a part of a larger picture as well as is marketing, and branding. They are all pieces of the "Customer Experience".

It is in the creating and maintaining of the customers experience, both direct and indirect, that will bring success to any business or company. Not in any given process, but in all aspects of any given business that create some defining impact on the customer. So, in the New Year to come, let’s move beyond the realm of customer service. Let us move into the creating and management of the customer experience. It is here that loyalty develops and the true return on any business or companies capital is made.

We are just a few days away from the reflecting on the past year performances, which should be reflected in our consideration of our coming New Years resolutions. Let’s resolve to remake the way we do business and deal with our customers. One that will define us and separate us from the pack. Let us look beyond the realm of customer service to truly serve our clients/customers and expand our horizons for the year to come.

As always we invite your comments.

19 comments:

Dale Wolf said...

I could not agree with you more ... customer satisfaction is the one strategy that will take the forefront in 2007. From the buyer’s point of view, all our products look like the same big blue ocean. Over-supply might make purchasing a little more complex, but the deals you can get on just about anything you want are staggering. Customers know they have choices and they are using this power to get their way. They are demanding transparency into companies. They are demanding responsiveness. They are demanding highly personalized value. You will find a lot of confirmation of your ideas at my blog: www.perfectCEM.com

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Vikas Sharma said...

Due to ever increasing competition in especially in ITES industries like call centers and BPO's, it very important to focus on quality of services provided to the customer. For this, realisation of the importance of developing strong customer development strategies need to given emphasis. Every customer is different, so the segmentation or grouping the customers can be done and thereby dedicated service can be provided. As customer service itself defines bridging the gap between the customer requirement and services being provided.

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