Why is it important to take care of the client?

de aug. 1, 2019Customer eXperience [en], EN0 comentarii

Why it is a very important question in any field of activity but ALSO in personal life. Ever since we were small we ask THE question why? Our parents, to explore the world around us and to discover the purpose of every thing.

In a company, why does his mission represent him? Why did an entrepreneur set up a company, why he wants to offer certain products and services, why in a certain way? Most entrepreneurs are only thinking of earning money, perfect accord, but I am absolutely sure that their thanks is great when they have a satisfied customer, when they receive appreciation and are recommended its products by itself satisfied customers. Essentially, companies should work in order to create value for the customer. It is said that a satisfied customer will recommend to another three new customer, but a dissatisfied customer will transmit his feelings to another 10 people. The best way to get CEE ace you want is to help others get the CEE ace they want. What the customer feels in relation to a company through its products, services, its employees is called its experience. Maya Angelou said, „People will forget what you said, they’ll forget what you did, but they’ll never forget the way you made them feel.” That’s right, customer experience is about emotions, fulfilling the expectations that clients have or have been promised. When everyone gets CEE ace really wants and we all feel well served and wise, then everyone lives a comforting feeling.

Now, we are in the midst of an evolution in how organisations address customer-oriented programmes (engl. Customer focus), as more and more companies compete based on customer experience. From 1990 to mid-2000, it was all about the management of the clients ‘ relationships (CRM). When they were introduced, they were strategic, board-level programmes that pursued the identification of a common customer at all points of contact. CRM programs have been designed to build loyalty by promising a reward such as miles, points, or certificates. The Net promoter Score (NPS) indicator was introduced because firms needed to measure the effectiveness of customer programs. CRM has become synonymous with the automation of sales force, sales management, opportunities and customer accounts. The question that remains is whether CRM has had an impact on customer loyalty. Nowadays, technology evolres very quickly and any product can be replicated. But what cannot be copied by the competition is the quality of the services offered to clients due to the company’s attitude through its employees towards the customer.

Customer experience is the new battlefield of competing companies, and customers occupy their strategic place at the Board table.

But now, companies are facing a different environment. Customers can easily access information about products, services, and companies. Existing companies and new, customer-focused niche players can quickly appear and disrupt the entire industry. The competitive advantage is no longer guaranteed by differentiated prices or product strategies. So it is more important than ever for companies of all sizes to understand the client (with a „C”): Who they are. What they like. How they buy. Where it interacts and performs transactions. Their relationships. Their preferences. Their purchases. The long list of customer behavior combines customization, customer privacy and longevity. Not only within its own organisation-but also between companies and the digital spectrum. In combination, these factors influence the formation of customer experience and its results. Information about customers that companies own can be available as easily as the information customers can access about companies-if you know where to search and how to manage them.