Customer Centricity at Emc

Customer service is a term which means a measure of how well products and services meet or exceed the customer's expectations. It is important to have this within a business as it creates a good relationship with the client and you gain their trust, It increase customer life time value and retains customers to stay with your company and have repeat sales. Having good customer service will also reduce negative feedback such as bad words getting around about the company.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

The Customer Satisfaction category allows the experts to look at the company’s design and delivery of products and services with a high level of customer satisfaction. The applicant will need to address how the company identifies market segments, the level of focus on the market segments, how product features and service are selected to best serve the market segments that were identified, how the company develops customer relationships, key factors in customer satisfaction and how the company obtains and utilizes customer feedback to improve performance.

Customer satisfaction can be gauged by a number of indicators including fewer customer complaints, less product returns, a greater number of customer referrals, and a greater number of referrals per customer. An increase in customer requests for new products or services would demonstrate greater customer interest. Customer satisfaction and brand name awareness can also be gauged through either in-store or internet based surveys.

Customer service must satisfy the needs of the customers to ensure a service companies’ quality is maintained.

Consistent, high-quality customer service is essential to the sustainability of the company; something that is only possible to deliver through engaged, motivated and properly-trained employees. Certainly stakeholders agree, as labour relations and employee engagement rank highly among the issues they consider of greatest materiality.

While savvy marketing and a targeted sales pitch may lure customers, it is how a company relates and responds to customers’ needs and concerns that determine successful customer retention. In the current social media age, consumers have a multitude of platforms, to include Facebook, Twitter, or Yelp, through which they voice their satisfaction and/or dissatisfaction with a particular company’s policies, practices, or products. Such feedback is not only instantaneous, but far-reaching as the social media explosion allows for mass promulgation of unfiltered comments, concerns, and reviews. Thus, the need for exemplary customer service practices is more pronounced today than ever before. Sound customer service can include many different services and activities, and can vary from company to company, depending on the sector and size of the organization. The onus is upon managers to formulate effective policies and attainable goals through which customer service is enhanced for their respective company, thereby improving supplier-customer interaction. (Tucker, 1994, pp.32-40)

We are heavily invested, both financially and from a human capital perspective, in creating a customer experience that matches our industry-leading products. In recent years, we have implemented new systems to empower our customer account executives to satisfy customer needs. New options allow customers to contact us via web, smart phone, and through their set-top cable boxes to get answers to questions, troubleshoot problems, and pay their

The customer-centric approach is pervasive present in the organization and well-distributed on all hierarchies what obviously makes the difference and competitive value. (see also Exhibit B)

With consumer attention spans shortening and industry trends shifting it is safe to say that “business as usual” is a thing of the past. The window of opportunity to build rapport is narrow and in most instances we are forced to grow or die when establishing a customer base and/or strategic planning within a company.

Those wishing to measure their own effectiveness in terms of providing customer service must first realize that each customer is different, with different needs and wants. This means that some interactions will be drastically different from others. This also tells us that to efficiently measure how effective we are at providing customer service, we will need to collect data from different customers, sources and situations.

As the study states "measuring customer satisfaction in a systematic way was a first step in managing customers" (p. 8), and other experts agree with that belief. One recent study determined

What’s more, the primary goal is to make customers satisfied, however, the way to check if customers are satisfied is not direct enough, so they should find out some direct measures. The company tried to use its six area method to speculate customer satisfaction, especially based on the call back rate. This way is kind of indirect, if the company wants to know their customer satisfaction, what about just ask their customers? In the case, when the IMMULITE 2000 is going into work, the company was sometimes able to solve a problem before a customer was even aware that it existed. This way is a direct way: solve the problem before a customer aware, and then the customer would be happy about that.

This enables them to zoom in on specific expenses such as maintenance or energy/utilities, and have meaningful discussions with their providers about whether their expectations are being met. Customer satisfaction Measuring the satisfaction level of those receiving FM services is another critical part of the process. Organizations should use a variety of methods to obtain input directly from their internal customers, including periodic email surveys (e.g., annual/ semi-annual/upon completion of a service), online or paper suggestion boxes, administrative assistant feedback sessions and # of complaints received. A detailed scorecard, similar to the one in the cost category, should be established to measure customer satisfaction. All of these are excellent ways to “hear the voice of the customer” and identify areas for improvement. Yet care should be taken to develop and administer surveys that capture relevant information without being a burden to complete, and that feedback sessions do not keep participants away from their jobs for too long. Service delivery Proper operational performance is ensured only when providers meet or surpass firms’ service delivery expectations. Thus, organizations should implement a detailed scorecard to assess service delivery performance for each service line. For example, in the maintenance category, the detailed scorecard may look like the example in Figure 4 on the next page and Figure 5 shows

One of the ways that companies make huge decisions based on product selection etc. is through the use of forecasting their customer response to proposed changes. The customer base and their overall profitability is what bring in revenue for the company. The consequence of increased or decreased customer satisfaction must be considered, as it would have a direct impact on the overall customer retention rate for the company. Companies must be able to predict the consequences, whether negative or positive, of certain proposed actions to ensure that the company is able to retain its customers. The company must focus directly on the CLV to enhance customer relationships during company propositions for change to, at the very least, maintain its profitability of its customers. It allows the company to strategize and make decisions to keep customers