Successes are due to a great team of several thousand enthusiastic merchants – this book shows why every business should be customer-driven.
Customer-driven means a company where all the key decisions are based on an over-riding wish to serve the customer better.- then you don’t need to show the WHY.
The Boomerang Principle
The key is to be candid and customer-focused, také the efford and your energy to this and it will pay off – like a boomerang. Every single activity needs to be customer-orineted and you must know their satisfaction. Make a questionnaire to recognise the quality of your services.
The biggest mistake in business is to focus on maximising the profit. But when you focus on repeat business, the profit (as the loyalty) comes by itself. THE TASK: Bring your customers back!
Even though the customer can bring the business back by himself by referral. The best-selling tool is when a happy customer enthusiastically talks about his experience.
Our mindset should be focused on long-term relationships & payoffs with customers… and check this list anytime:
- What will this (solution) do to help bring the customer back?
- Measure the repeating businesses
- Choose between short-term and long-term benefits
- Market research won’t communicate to you the mood of your customer, or the tone of their voice/relationship – those you have to experience for yourself
- Market research won’t directly confront you with criticism
- Customers love to hear their own name (even the name works as a substitute to a word “no”: Mr., I’m sorry…)
- Make yourself available for the customers – easy to approach you.
Author says that we usually thing we know our customers well, but we don’t and never will – keep narrowing the gap.
Also, what has confirmed to me, just like at the ZS, is the importance of our niche on the market. The danger of over-niching can cause less opportunities than narrow boundaries of your single and specific niche on the market. You know your business; you know your customer. And you are able to be best at it!
The KEY to success: Listen to your customer.
If we don’t listen to your customer means we waste our and our customer’s time and energy.
Fact: Customers are generally stressed the most in supermarket – during the checkout. So, the pleasure client service is much needed here. Ask your customer which area of business he or she wants to avoid or on the contrary which area he or she wants to focus on.
The 2nd KEY to success: Know customer’s priorities.
The KEY no.3: Don’t consider customer’s complain as a bad critics. The more complain you have, the better for you and them also. [some companies measure their service performance by the number of complains they recieve]
When the company faces the customer’s complains the more satisfied your customers are… Even more then before.
Rememer „your customer is always right“.
& the end:
Start ask yourself WHY with your project and your ideas – HOW this idea can solve or help the customer’s problem.
