If your goal is customer loyalty, how can you define a customer?
Can you define the word "customer, what does it mean to a customer for your company? Customers are only those which Is to buy your products or services? There different types of customers? If you do not answer this question, as in all over the world, you can customer loyalty?
Over the years I have come to define customers:
"Individuals gain in the transaction or to mutual benefit."
In this way, the definition of paying customersEmployees who handle transactions, which to a certain benefit or profit. For example, to reconcile, as the accounts as Accounts Payable Clerk I need to complete a transaction with the receiving clerk.
Much is written about both external customers (customers)) and internal customers (employees, primarily with the 21st Century Business Focus on customer retention through improved customer service. Research continues to show that companies with a high degree of far loyal customer experienceGrowth in sales and profits.
Over the years of my business to have my consulting experience, I will come to customers, whether internally or externally identified as one of these 3 types:
Explorers - these people as customers buy what you sell to explore, to buy more and are the sources of innovation. Employees who are researchers, their job with the focus and then investigate to see how they can help others. Explorers are loyal and will rave about your company for allthey meet.
Tourists - As customers, they patronize your business, but stay next door, when the price is better. Holidaymakers and staff will do their work, but can be easily distracted. You will hardly go beyond what they should do. Whether the tourists are customers or employees can be quickly switched their allegiance to competitors.
Prisoners - Well, these people really do not like being in your company. Maybe your company isgeographically close to them, or you are the only dealer for a particular product or service. Given their druthers, they would not buy from you even if you gave them for free. And if they do purchase from you they make incredible demands. If there are employees, prisoners barely do their jobs and complain constantly. Prisoners have no loyalty and will soon stock made its displeasure with 6 to 10 other persons.
Customer Service Coaching Tip: MeasuresView of your customers both internally and externally. Identify all the prisoners and determine how you can fire them, even if that means customers pay. Then you set your goals within the customer growth plan to begin to convert a percentage of holidaymakers in the discoverer. Track the results of this action plan. You should see both an increase in profitability and a reduction in operating costs.
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