Customer commitment is what keeps us all in business; if the customer is not satisfied with the service or product then they will no longer be a customer.
The prime focus should be about maintaining a happy customer but often businesses lose sight of this fact and, in a sense, almost treat the customer as a commodity.
This can be particularly the case in operations, who have no direct interaction with their customers. Some have absolutely no idea what their customers even think of them, because they do not engage in any form of dialogue. Others may have a good account management structure but, instead of getting to know their customer, they spend their time trying to sell them more.
A happy customer is not one who only receives a good service, but one
who is engaged with and feels appreciated. It takes five times as much
energy, time and money to attract a new customer than it does to
provide a great customer service that will secure their loyalty.
OPS experience can:
- Compare your procedures against your business requirements and industry standards
- Provide suggestions for alternative methodologies
- Develop and manage systems to establish your customers' perception
of you and your service/product, as well as what they want to see from
you now and in the future