ARTICLES
Smiling to the bank through a recession? It's not a joke, it's customer service magic!
Is Your Business Emotionally Intelligent? Discover the Power of Connection
Organizations and businesses exist as a result of the patronage and loyalty of customers. In the market place that is characterized by competitiveness, customers are therefore very indispensable for survival of business enterprises. What must an organization do to succeed and survive in the ever challenging business environment. The answer is simple for the business executive who has discerning mind and eyes on the ball. Building emotional connection with the customers is the antidote to business failure and liquidation. To build a sustainable going concern business, it is imperative that business enterprises should have the personal connection that will always propel the customers for continuous patronage even when there are obvious alternatives and choices. Organizations should see building emotional connections with customers as a deliberate choice to woo customers for continuous patronage. A customer that derived satisfaction from the way and manner he or she was attended to, will always remain loyal for life. As a business owner, do you really want to grow your bottom line or return on capital? The solution lies in building emotional connections with the customers. There is no customer that derived value and satisfaction from a business transaction that will seek for alternative or contemplate defection to other products or services. The way customers are treated and pampered will leave them no choice than to remain loyal for life. The attraction of customers to a brand is as simple as A B C by just nourishing them with superlative treatment with value driven services is the necessary tunic that will engender them to remain loyal to your brand. Remember that the central theme of this discourse is building emotional connection with the customer, there is absolutely no customer that is emotionally attached to an organization that will defect to other competitors when there are obvious reasons to do so in terms of price differentials. In so far as the customer is deriving value and satisfaction from your brand, even when the price seems to be high, the customer will ever remain glued to you. This is what emotional connection can do to your business. Applying this essential nugget to your business will see the enterprises grow in leaps and bounds and of course the ultimate result is the multiplier effect of customers that will be referred to your brand. This of course will crystalized to your smiling to the bank. As a business executive, the choice of building emotional connection with customers is better experienced than imagined. Try it now.
Customer Service So Good, it'll Cure Your Recession Blues
The application of service quality and of course customer service are indispensable for survival of businesses at this critical period of economic recession. But what does economic recession mean to a business owner or CEO? It is imperative for us to really understand this very important terms to give us a broader perspective and insight to its underlining implications in the conduct of business enterprises. Succinctly put, recession is a significant downturn in the economy which probably last for few months manifesting evidently in real income, real GDP, industrial production, wholesale- retail and of course employment. To an organisation and the entrepreneur, this is indeed the right time for business process remodelling and a period to re- strategize to bring value to the customers. As a business leader, it is the auspicious moment to think generationally by asking the question what must I do to remain afloat in the midst of competition and poor liquidity confronting every business owner. Of course recession is not the time to panic or fret but the period to change the dynamics of business process by incorporating quality, value, integrity service and customer service in order to be competitive in the market place. With the shrinking of income and GDP, business leaders have no option but to make the all-important choice of re -skilling the workforce to understand that customers must be given great experience that will last for a long time in every business relationship. This is the right time for organisations to serve their customers more with superlative services in order to attract the much needed loyalty advantage. Re – skilling the workforce to understand the direction of the business in a recessed economy helps in building the service culture which invariably reflects on the bottom line and returns on investment. To the industrial and productive sector, business leaders have to under promise and over deliver in every business relationship with the customers. Quality, Quality should be the guiding principles of business conduct, this is to ensure that customers get real value for every money spent on products. It is also the right time to produce what the customers actually want in terms of right quality and price. Geographical permeation of products to reach the end users is an option every business leader should embrace to grow the market share of the brand. The overall benefit of this strategy is better experienced than imagined. In the period of recession which manifest in the contraction in the GDP- Gross Domestic Product and negative economic growth, wholesalers and retailers should be transparent and offer great service in the dealings with customers. As the shrinking in the real income rages, customers must derive value for every dollar spent on goods and services. It is indeed a right that customers rightly deserved to be served courteously, politely, professionally and with respect, this is with genuine intention for the customers to return for more patronage rather than defecting to other competitors. At the critical period of recession and always, everything must be done for the interest of the customer. Apply these nuggets that is carefully written just for you, will see you on top of economic recovery, buoyance and profitability.
Dissatisfied Customer? You Just Cost Yourself More Than You Think.
Customer retention is strategic for every going concern business. Organizations should do everything possible to attract and retain customers. It is a bad business strategy for business enterprises to assume rather wrongly that they can do away with a single customer. That customer that is being treated unfairly today can dissuade many other customers from patronage through word of mouth. One of the secrets of successful business lies in the three essential nuggets which I will unfold to you for your maximum benefit. Are you ready? For businesses to grow in leaps and bounds, it's promoters must key into these nuggets which are standing in tripods. Understanding of what I am about to release into your hands is the master key for a successful business outcome, I guarantee you. Customer retention finds it's bases in the business concern through the creation of Product or Services. For customers to be attracted to your organization, firstly there must be product or services that is of value and satisfactory. There is a popular saying which says that the taste of the pudding is in its eating, once a customer is given a positive experience I bet you he or she is there for you. Creation of demand which is our second nugget lies in putting strategies in place that can induce the customer to always yearn for patronizing of your brand. This comes through business integrity, exceeding the customer’s expectation by providing superlative services. The third and final nugget is the provision of support to the customer which is very vital if the customers are to be retained for life. Warranties, after sales service, having a personal relationship with the customer by sending, "How are you doing message", delivery of products to customer’s residence at no or minimal cost are few nuggets that has the propensity to guarantee customers retention. Do you desire your business to be successful, incorporate these principles and watch its outcome. It will indeed amaze you.