Is the customer always right?
No he or she are not but collectively they point to a need to review the strategy of the company. IN the meantime their needs have to be addressed specifically.
So why do business owners disregard customer indications?
The perils of ignoring customer needs aggravate themselves over a period of time. They create 'strategy rot'. So what can we do about it?
1-Meet the customer, client and influencers - FREQUENTLY
That keeps you on the ball all the time. Why they are buying and ot buying your solutions?
Take nothing for granted, question anything and anyone - you should be always seeking the truth about your solutions
3-See what the COMPETITION is doing
Anyone is a competitor so you need to keep a very wide eye open on market developments in your industry and others and how it will affect expectations
4-CHANGE what needs to change
Change will happen one day. Better to design change than to react to change! Customer service is all about change!
Above all customer service should keep you glued to reality not spreadsheets
Managing Director and Chief Programmes Officer based in Malta and an avid entrepreneur who likes sharing his expertise in various fields with people from all walks of life.
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