Click here to buy this book!
Lulu
Customer Centricity & Courtesy for Business and Relationship Transformation
Visit my online bookstore for this and other books
Category:
Business/Investing
Publisher: Holiness A Must Evangelistic Publishing (HAMEP)
ISBN-10: 1257810804
Type: Non-Fiction
Pages: 115
Copyright: June 7, 2011
ISBN-13: 9781257810802
How to use excellent service to win business, people, and wealth in a competitive world.
What are the secrets of great people from different fields of life since the beginning of the world? Different things, characters, attitudes, values, practices, philosophies, methods etc were put together by great people to be who they were or are. One of the secrets that made great people to be great is customer centricity and courtesy. In this book, Lenuf reveals, “The primary effect of poor customer services is the loss of customers while the secondary effect is loss of profits, and if the situation is not control, the tertiary effect will set in which is the loss of business into extinction.” He goes ahead and says, “Without customers, a company cannot continue to exist; to retain the customers, a good quality customer service is needed.” To learn how to use customer centricity to enhance your greatness, read this book.
Excerpt
WHAT IS CUSTOMER CENTRICITY?
Having known your customer, what is therefore meant by customer centricity? For you to be customer centric means that you should be
§ Customer-conscious
§ Customer-oriented
§ Customer-minded
§ Customer-focussed
To be customer centric is for you to be customer-minded. Your customer must be at the centre of your heart or mind, thinking on how to serve him or her satisfactorily before thinking of all other things about your business or relationship. The dictionary definition of “centric” is having or situated at or near a centre. The word centric or centricity is taken from the word centre. Customer centricity therefore shows that serving customers must be at the centre of your business or endeavour. The greatest effort of your relationship, endeavour, or business must be focussed on serving your customers.
This means that all your efforts will be on how best to satisfy the needs of your customers, and even to surpass the needs. The best illustration here is how a fiancé or a fiancée is highly conscious and focussed to please, meet and surpass the needs and desires of his or her spouse-to-be. This is what is expected of every service provider towards his or her customers.
A husband that is not customer centric (i.e. not conscious of his wife’s needs) will only want to be having sex with his wife and that is all he can do. He does not care whether she eats well, dresses well, etc. A company that is not customer centric is mindful to be producing goods and made them available to customers and that is all it can do. This company is just only product centric. A customer centric company will be after the customers’ needs, customers’ dignities, customers’ choices, customers’ satisfaction, and so on.
Customer centricity is therefore all about to please and satisfy the person (customer) that you are serving.
WHY DO I NEED TO BE COURTEOUS & CUSTOMER CENTRIC?
We need to be courtesy and customer centric because it is one of our names attachments that we must keep. This was attached to our names right from the...
.
.
.
Government & Leaders
(National Division & Crisis)
Lack of courtesy or customer centricity in government can break up a nation, if possible to bring about civil war. Rehoboam, the son that succeeded Solomon, lacked courtesy and customer centricity before the nation of Israel. Instead of addressing the nation with good words that would win the supports of the masses, he...
.
.
.
Spouse
(Quarrelling, Separation, Divorce, & Loss of Favour)
Many men and women have lost their spouses due to their lack of courtesy. They were not husband centric and wife centric.
You cannot do well in customer service if you do not know who your customers are. Failure to know who your customers are will make you end up pleasing other people who are not your customers at the expense of your customers. The number one customer of a married person is his or her spouse. The failure to know who the real customer is that makes a wife to serve a visitor more than she serves her own husband. Failure to know who the real customer is that makes some married people to respect and honour outsiders than their own spouses.
The chiefest and number one customer of a married person is his or her spouse. Failure to know this has been causing separations and divorces in the...
.
.
.
Boss
(Loss of Staff & Respect)
Lack of courtesy and customer centricity can make a boss to lose his good staff (the customers). Dissatisfied staff member may go as far as meeting the...
.
.
.
Business & Its Staff
(Loss of Customers, Profits, & Business)
This very vital part needs the attention of everybody who has his own business and the attention of everyone who works for other people as an employee. Remember that I told you of investing or having your own business in Attachment 7 (Management). For you to do well in your business, you must be customer centric. Customer centricity is what majority of customers demand nowadays. A report has it that “33% of Nokia Siemens Networks’ customers state that customer orientation is their primary goal for the future.”
Nowadays, customers are no more too much impressed by company’s name, company’s products, branding of products, etc, but they are all looking for companies that are customer centric to patronise. Current questionnaire results and statistics testify to this. Carefully study the statistical results below are learn lesson from them as regarding importance of customer centricity to your business or job.
STATISTICS 1:>> 20 Customer Service Statistics for 2011
With customer service and experience industries undergoing rapid change, here are 20 interesting customer service and customer experience statistics to keep in mind as we head into 2011.
1. Even in a negative economy, customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.
Source: Harris Interactive, Customer Experience Impact Report
2. 81% of companies with strong capabilities and competencies for delivering customer experience excellence are outperforming their competition
Source: Peppers & Rogers Group, 2009 Customer Experience Maturity Monitor
3. Out of best in class companies: 91% provide customers the ability to track issues over the web, 57% measure support center success across email, chat,...
.
.
.
Know Your Customers
This is the number one thing to do if truly you want to have sound courtesy and customer centricity. You must know who your customers are. If you do not know your customers, you will end up misbehaving to them, and consequently lose them. This will give you a great loss.
Who are my customers? As you are earlier told, your customer is anybody that needs your service, anybody under your responsibility, anybody that patronises you, etc. As much as possible, know as many things as possible about your customers. Among the things, which you should know, may include the customer’s name, type of business, residence, choice, demand, needs, etc.
NB: All the principles here are applicable to all fields (marriage, family, relationship, church, government, etc) you are; they are not only meant for business.
Know the Infallible Facts about Your Customers
Once you have known your customers, you must know their positions and the infallible facts about them. Here are few facts you need to know in order to have the orientation for excellent customer centricity.
Customers are Kings & Queens
You must see all your customers as kings and queens. The dirtiest or poorest customer that patronises you is also a king. Do you know how a king or a queen is treated in any community? Do you know how the Queen of England is treated by her people? If Queen of England visited your home or office, how would you serve her? I believe you would serve her excellently. Go and do likewise to everyone of your customers.
NB: All the principles here are applicable to all fields (marriage, family, relationship, church, government, etc) you are; they are not only meant for business.
Customers are the Reasons Why We Exist as Service Providers
Knowing the fact fully that customers are money, you will know that customers are the reason why our businesses exist. Take away all the customers from a company, the company will go into extinction. For instance, if Toyota produces...
.
.
.
Customers Pay Our Salaries
I once said that those richest people in the world got their wealth from customers’ patronage. Each time you use the services of Carlos, Gates etc, you help to pay their wages. Each time a poorest person patronises any company, he helps to pay the salaries of the CEO and the other staff of the company.
Since customers are money; companies are funded and developed by customers. This fact should make you take your customers more seriously than ever. I once told you that 1 cent mattered a lot in wealth making.
Are you an employee? Endeavour to serve your customers well. Without your customers, your salary will not be paid. Do not think that your salary is paid by your employer; your customers do. If half of your customers go away for the next six month, your employer may not pay you. If they manage to pay you for a month or two, the next thing, you may be laid off from the company. If customers fail to pay your salaries, your employers will definitely lay you off, no matter how experienced and useful you are to them. Therefore, serve your customers...
|
