Hi
This is something very interesting and a very demanding across all the organizations world wide.Actually before recession many companies didn't thought about it at all but after recession when they began to search for their weakness came to realize Customer Orientation lacking in the their employees and thus leading to customer dissatisfaction.
What is customer orientation?
Customer orientation is a process by which all the employees which are authorized and representatives etc , are asked to maintain a constant dialogue with their customers or consumers.
Remember Customer are those People who actually pay for your product or service but Consumers are those actually consume the service or product.
Now you might be thinking how it led to customer satisfaction
What is Customer Satisfaction ?
Customer Satisfaction happens when you meet with the desired service or need of the customer.
e.g a good quality service of your vehicle is expected at premium company owned service center.
So what happens when employees become more customer oriented ?
Employees during this process become more prone to customer needs and start analyzing the do and don't s for the same.Moreover customizing the service or product to meet the customer requirements.
It also helps to focus on the areas where competitors are winning the customer and employees will take this into account to win New Customer and thus increasing Turnover.
Thus customer orientation is the key towards Customer Satisfaction
This is something very interesting and a very demanding across all the organizations world wide.Actually before recession many companies didn't thought about it at all but after recession when they began to search for their weakness came to realize Customer Orientation lacking in the their employees and thus leading to customer dissatisfaction.
What is customer orientation?
Customer orientation is a process by which all the employees which are authorized and representatives etc , are asked to maintain a constant dialogue with their customers or consumers.
Remember Customer are those People who actually pay for your product or service but Consumers are those actually consume the service or product.
Now you might be thinking how it led to customer satisfaction
What is Customer Satisfaction ?
Customer Satisfaction happens when you meet with the desired service or need of the customer.
e.g a good quality service of your vehicle is expected at premium company owned service center.
So what happens when employees become more customer oriented ?
Employees during this process become more prone to customer needs and start analyzing the do and don't s for the same.Moreover customizing the service or product to meet the customer requirements.
It also helps to focus on the areas where competitors are winning the customer and employees will take this into account to win New Customer and thus increasing Turnover.
Thus customer orientation is the key towards Customer Satisfaction
It is very difficult to get to know what a customer is expecting out of us. Different customer has different emotional needs with the products and services, you as an entrepreneur has to tackle all those needs and bring out the products and services that meet all those expectations. Thank you for this very interesting and informative article.
ReplyDeleteBest Regards,
Jammie
MultiChannel eCommerce Sales Consultant