Professional Documents
Culture Documents
customer satisfaction
to your business
• Customer focused
organisation
Goals of Customer Focus:
Creating Offering Building
Better compelling deeper
Products or customer customer
Services experience relationships
9%
No reason
Other Suppliers
Competitors
14%
Product Dissat.
Attitude of owner,
manager or employee
69%
•A customer
satisfaction
program
Customer-Focused Initiatives
Customer Champion
Customer Value Attache
Create a customer champion Director who
Nokia product engineer goes on-site with
is responsible for championing the voice of
customer for up to 1 month to learn about
the customer through the organisation.
challenges and show how Nokia can add
value
Types of Customers
Type I:- INSIGNIFICANT CUSTOMERS
who knows not what he wants and knows
not that he knows not what he wants
Customer
Satisfaction
Price
Product
Quality
Access to
products &
Services
Value Mapping
high
support
Sales staff
service product
reputation
value Bus
expertise
Easy to do
bus with
Brand
Less
Less toxic
toxic products
products
More
More durable
durable products
products
Products
Products with
with reusable
reusable
or
or recyclable
recyclable materials
materials
3 The Organization’s Focus
Key
Key Issues
Issues in
in
Developing
Developing
Competitive
Competitive
Advantage
Advantage
Create
Create Maintain
Maintain
Build
Build Long-Term
Long-Term
Customer
Customer Customer
Customer
Relationships
Relationships
Value
Value Satisfaction
Satisfaction
3 Customer Value
Empowered employees
Teamwork
3
Defining a Firm’s
Business
“Benefits” instead of “goods/services”
Encourages innovation