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DESCRIBE HOW ORGANISATIONS GO ABOUT ESTABLISHING A CUSTOMER FOCUS - Coggle…
DESCRIBE HOW ORGANISATIONS GO ABOUT ESTABLISHING A CUSTOMER FOCUS
ORGANISATIONS MUST UNDERSTAND CUSTOMER EXPECTATIONS AND NEED
Organisation must learn to make the appropriate commitment to design services that match customer expectations or risk losing that customer segment to a company that does
Organisation must locate where the problem is and work to fix it in order to stay up to date with current customer expectations
Organisation needs to make every effort to hire and train appropriate employees, make sure the appropriate resources are available and to ensure that customers know what their role in the service
Organisation needs to integrate
their marketing communications and to avoid overpromising
ORGANISATIONS HAVE TO FOCUS ON STRATEGY AND CUSTOMER'S COMPLAINTS
The success of an organization depends on the level of customer participation in the process of providing services
Ignoring customer remarks and complaints will ultimately affect the success of the organization
Customer complaints should be seen as a way to improve service
Customers feedback, complaints, criticisms and suggestions will help the organization implement improvements in its system
ORGANISATIONS NEED TO MEASURE AND ANSWER CUSTOMER NEEDS
Implementation of customer satisfaction surveys, focus groups,and techniques of customer value analysis based on quantitative and qualitative indicators are the most active tools for understanding demands
the quality dimensions from the customer's point of view are varied and have to fit the service or the product
it is the organization that sets the terms of the transaction, while customers may either accept the terms or not
For instance,We can then calculate the relative satisfaction score and weigh it to quantify subjective customer perceptions regarding service quality
ORGANISATIONS SHOULD IMPROVING CUSTOMER FOCUS STRATEGY
Organisation should help customers easily access their brand and create a convenient customer experience
Organisations should find unique ways that their brands can connect with customers on a personal level
Solicit feedback and amplify customers' voices
Organisations should aim to improve customer focus by increasing supply chain visibility through digitization