Customer Satisfaction shall be in the “DNA” of the company

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I have already assessed the importance of the Customer Satisfaction in the company’s results and even brought interesting numbers from the market (see articles here).

In this article I will touch one very important point which is a foundation to excel with customers, company’s value.

I guess I do not need to stress the fact that the strategy, targets, attitude of the teams, organization are all based on what company values most.

If the team is not sharing the same values and passion it is going to be quite hard to develop the processes and policies which will allow the company to achieve its results (no matter what value).

Understanding that Customer Satisfaction is a key point to company’s sustainability and growth it is expected being one important company value.

So, simple questions: Does the company have, as one of the most important values (let’s say top 3), the customer satisfaction? Supposing it has, is it in the practical day-to-day operation? Are all the leaders and employees sharing with passion this value?

The positive answers to these questions will allow processes to be built based on Excellence in Customer Experience, in each moment that the customer is dealing with the product and/or services. From the moment the product or service is being developed/designed, thru the purchase, utilization/operation, support/services and replacement by a new one. The so-called “Moments of Truth”, “Customer Touch Points”, “Customer Journey” are all identified and properly addressed. 

So, start creating a program to work the mindset of the leadership, then the teams, to inject customer value into their “DNA”, into company’s DNA.

Have the customers participating on company’s decision, create customers focus groups to support your company to develop solutions.

Be enthusiastic to hear their negative feedbacks.

Make their lives easier.

Get to the point of entering in their houses by the kitchen door.

Focus on customer focus. Understand their business and their lives as much as they do. 

Delighted customers will never leave you; instead will grow their spending with you.

This is the best business strategy ever. Any other strategy will work nicely if you master on this one.

If you are successful in empowering the “DNA” of your team and your company with more this strength, then developing good processes, management policies & procedures will be a natural result and will bring the business sustainability and growth you are looking for.

Moreover, do not think that the fact that you are giving so much focus on the customer will make you miss business and financial results of the company. On the contrary, it will produce more opportunities; it will empower your business management and your company.

Nov 2018