What customers want?
In today’s world the expectation of customers can be categorised into many segments but it is simple the customers want……..SERVICE QUALITY and transparency of knowing that the organization will go the extra mile to deliver the same.However this simple demand has the organizations reeling into hysteria.Is service so difficult to provide to the simple demand of our ever evolving customers..thats right as the customers evolve so should the method, approach, strategy of providing services.
Big organizations like Motorola, GE have evolved overtime and so have many other Indian and International organizations and mind you there is no single way or MANTRA to meet the demands of the customer.They vary from organization to organization depending on the company blueprint.
In my blog I would be concentrating on SERVICE industry-evaluating , listing , enabling friends, acquintances and strangers in my circle of influence to cope up with this pressure by concentrating on whats important and critical in this multi dynamic environment.
In Service Industry and business world everyone is aspiring for providing the best in class of customer service to their customers. But how do we achieve this excellence? A question which has continued to intrigue the minds in the customer service world; this blog is an attempt to look at opportunities within your reach and are easily achievable. While everyone is trying the inside out approach its important now to start having an outside in approach i.e. viewing the capability of producing the right service, product at the right cost and adopting the right method basis customer’s requirements thus fundamentally improving the bottom line. In order to achieve this balance it’s important to look at all the available means, experience,IT framework, processes and tools qualitative and quantitative at one’s disposal.
In a rush to make the stakeholders and internal customers happy we forget the most important link to the core achievement is the customer and his/her perspective. The annualized costs of any organization are determined basis what can be achieved basis past performance and not basis “what does my customer want today”. Whilst some organizations might dangle between both of these ideologies some might determine cost basis past performance in an attempt to achieve the future customer requirements thus leading to diminished bottom line and poor IT infrastructure. This incidentally is like a black spider web which one cannot come out of as it’s a web of casted spell!
Diminishing margins lead to immense cost reduction which invariably impacts business and customer experience. While the pressure for providing exemplary customer experience is on from all quarters the organizations are fighting to meet the ends by eliminating workforce, making changes in the process/applications without prior testing the outcome, unjudicial hiring, …a remedial measure? Short term solutions..A difficult question to answer since everyone is aware of the side effects of such decisions but what the heck atleast the comp.any balance sheet looks good for a while. And then there are experts in the organization who would justify this course of action! Right? This short term measure might keep atleast some of our customers happy.
However I would take your attention back to the real problem…Customer Satisfaction! While doing what looks and sounds justified are we not compromising on the simple demand of the customer…since all short cuts have an impact and the biggest on our POOR CUSTOMER who is paying us for his/her services.
As I mentioned all our available means and methods should be tied back into understanding what my customer wants and we will first focus on our internal measures but looking outward at the requirements of the customer.In my next couple of blogs I will be writing about Quality Assurance..Keep in touch!