What are your customers saying?

As consumers, our experiences with businesses will determine the future of our relationships with these firms. It is not a mystery; bad customer experiences will lead to loss of business. But, what steps are modern organizations taking to keep their customers from going to the competition because of poor service? I have attempted to research this topic, and have come across several interesting on-going efforts to raise the level of service provided to consumers.
Training appears to be at the forefront of every major attempt to raise the level of service provided to consumers. The second significant effort is the incorporation of customer service goals in the organizations’ mission and vision statements. However, are these efforts truly impacting the end user? Further research may be necessary to demonstrate the value derived from these investments. Perhaps, organizations around the world should focus on the hiring of individuals that are legitimately interested in satisfying every stakeholder they come in contact with. Sounds simple, but, can these personality traits be identified through the use of psychological hiring tests? Or, should the organization shift its efforts to evaluating positive employee-customer interactions, and then formulate a competitive strategy around these competencies?

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Customer and Organizational Alignment

Businesses invest significant amounts of resources in their internal operations, which is then passed on to customers through price increases. But, are organizations investments aligned with the expectations of their customers? This question is critical to the successful execution of organizational strategies. Very often, business leaders allocate resources to projects based on performance indicators that fail to provide a clear view of the benefit to the consumer.

Should every project that benefit consumers deliver tangible return to the organization?

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