Business has never been so tough.
Many organizations have been hit by a ‘Perfect Storm’ of a lowering of International Trade and Tariff barriers, easy access to foreign investment and human capital and the ‘world-shrinking’ effect of the internet. Consequently, the world is getting smaller and smaller and products are getting ever more similar. Prices are flattening as the Internet enables simple price-‐comparison shopping with just the click of a mouse.
The response to this ‘Perfect storm’ has seen the emergence of a great many techniques to try and enable companies to compete, even in these difficult times. At the same time, costs of doing business are rising all the while and customers are getting ever more sophisticated in their purchase processes (and ever more powerful as companies merge to form smaller numbers of very much larger organizations.
There is so much talk these days in Business books and the Business press about ‘Lean Manufacturing’, ‘Just-‐in-‐Time’, ‘Downsizing’, ‘Rightsizing’, ‘Supplier Management’ and ‘Six-‐ Sigma’ that one could be forgiven for thinking that a whole new lexicon had been invented over the last few years in the business world. All these terms have one thing in common. They are all different aspects of processes that aim to drive up internal efficiencies within organizations to make their operations slicker, faster and more efficient.
What do your customers expect?
At the center of all this lies is the customer. The customer now has so much choice, and comparison-shopping is so easy that the customer can choose from any supplier anywhere in the world, and order with just the click of a mouse. Standing out from the crowd has never been harder. Satisfied customers, the money and influence they bring are the critical resource facing any business these days. Hearing the “Voice” of these customers is, therefore, the key strategic imperative for any commercial organization today.
Today, customers have an increasing range of choice: choice of supplier, choice of channel, choice of products and services. Their loyalty is determined by the quality of the experience they receive. Delegates attending the Beyond Customer Service will learn effective customer-centric strategies and best practices to provide world-class customer service excellence. Successful organizations understand the importance of developing a customer- centric mind-set and deliberately restructure their customer service model to increase customer satisfaction and brand loyalty.
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