Your sustainable profit centre
Quality of service and level of customer satisfaction should be the driving force for all aspects of your business. This is because long-term business success requires a “culture of putting customers first”.
Sustaining Business Success
Look at the music industry and how a particular genre of music like rock & roll or disco brought fame to a particular singer or band for a brief period of time. These entertainers faded away when a “new cool” music trend emerged that made them “old school”.
Those musicians whose music has endured are the ones who focused on crafting an artistic composition. This can be contrasted with the music produced based on a set formula reflecting a current industry trend. The commercial entertainer may enjoy quick success briefly, but the great artists experience sustained success earning royalties well into their old age.
Customer and Community Feedback
Customer feedback surveys need to be analysed within the framework of community values and social norms. We need to understand the social drivers that shape the thinking and attitude of prospects. Community Relations Management is vital for a better utilization of Customer Relations Management data.
The knowledge gained from understanding customers need to be disseminated to the entire team in the business. Use this to promote a work culture that drives performance in the direction of greater efficiency delivering customer satisfaction.
Technology companies that have sustained productivity always encourage the business team to think like customers. The big question you have to ask yourself is, “Would I buy from myself and why?”
Does your product or service deliver on the expectations you create?
Remember, these technology companies truly believe at any given moment in time they are delivering the best that technology can offer. But even as a new product is being launched and marketed the engineers are busying themselves on creating the “next big thing” to transform our lives.
Shaping Team Behaviour
To motivate your team especially those who are not at the frontline dealing with customers focus on building on the strengths of the team and displacing the weaknesses with better ways to do things.
Mutual support and encouragement helps motivate team action to achieve daily targets that lead to accomplishing of business goals. This is best done by encouraging individual responsibility for team performance.
Show each team member how the others helped them achieve their personal targets. A sense of, “We did it!” should permeate the entire team. Doing this channels human behaviour towards achieving sustained performance and profit.
International Business Consultant
Reboot your business plan for sustained high growth
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