Customer Is at the Centre of Everything We Do in an Organisation

The customer service personnel should be in a position to acknowledge their clients and pay attention well to whatever they say and put into practice active listening. They should also give a chance to the customers to respond to the services the company offers perhaps through the enterprise’s website. For any company to prosper, good customer relation is paramount in building a loyal

The company knows the demands of the customers and they are well orientated in the service and the knowledge of the products and this is the element that makes them prosperous. Jean’s Rare Find Books belief in customer service and satisfaction enables a comfortable and peaceful atmosphere and in return produces a strong customer loyalty for the company. Customer satisfaction and customer retention externally and internally is measured by the perspective of the customers and thus implements the reason for the company’s prosperity. Customer perspective is a key factor on how the customer views 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 is the next aspect of the mission of CSX. More specifically CSX says “customer

9) Explain how to deal with different customer behaviours and personalities to achieve customer satisfaction.

Customer focus: customer satisfaction (new, repeat); collection and uses of customer information; uses of ICT in communication with customers; Customer Relationship Management (CRM)

Employee satisfaction is on the rise and turnover rates are on the decline as another benefit to customer centricity. As part of the program employees are taught to focus on the specific customer rather than the product categories. According to Mike Keskey, president of U.S. Best Buy Stores” Becoming a customer –centric organization requires that we take full advantage of the talent and creativity of every Best Buy employee working in our stores across the country. Our employees are energized because they have both the responsibility and the accountability to make decisions and drive innovation on their

So what does this mean? From the first phone call to our last interaction with the customer we want them to feel as this has been the best experience possible. It begins with our face of the company. That could be a greeter at the front door, or our team member answering a phone call. At that initial point of contact it is our goal to invite the customer in to a friendly, knowledgeable, and accommodating atmosphere. Secondly, we want all internal customers to assist our external customers with any help or guidance they need without making them feel as if they have inconvenienced us. Listening to our customers will help improve the customer experience and lead to quicker solutions. Finally, we want our customers to not only come back, but to promote our business through word of mouth. That is where we will gain our economic advantage. It’s 5 times harder to get a new client than it is to get repeat business from an existing client (Sivers).We need to utilize all aspects of customer service to not only retain the customers we do have but also to create an experience that invites new customers to our store.

Customer Centrics offer high-quality products with exceptional customer service at lower prices than Pioneers but higher prices than either Fast Followers or Cost Leaders. Customer Centrics target narrow segments in order to develop close relationships with customers while providing high-quality products. They place a high emphasis on understanding their customers.

By not listening to customers and understanding what they need from a product or service will not allow the organisation to maintain its effectiveness in the market place, producing poor quality products or service and effecting overall profitability for the organisation.

Courteous and friendly customer service-oriented approach; able to create good relationship with customers with the intention of making them repeat customers

The framework works by ensuring that the customer must be at the center of everything. Satisfied employees will make sure that the customer is put above all of other aspects of the customer service framework. Snow & Yanovitch (2010), highlight how customer emotions help employees understand customer needs. Harlequin and Brine will create an organizational culture that communicates the importance of customer sympathy in order to

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

For strategic customer management and solutions selling, a firm’s entire core processes need to be aligned and working collaboratively to create and deliver value to both the customer and the firm as a whole.

Approach – A detailed analysis was carried out to consider how the organisation has adopted a customer-oriented approach as their key strategy for improved business. This includes factors like increased loyalty of the customers,