- What is the ownership level that each employee has in managing a customer?
- Are there incentives for employees delivering exceptional service?
- Do employees understand their roles and responsibility?
- Do employees participate in initiatives that provide that sense of ownership in the process?
People don’t do business with companies, people do business with people and the companies that are winning are the ones doing so with their people.
It all boils down to the fundamentals. Do you have the fundamentals down? Are you working to make sure that whatever progress you make is being built upon the fundamentals? In this day and age you and I interface with a lot companies who handle our stuff, ie: cell phone, cable, mortgage, banks, etc and the customer service that each of these company has is largely what is responsible for our choosing to stay with them. The winning companies, and by that I mean the companies winning our business are the ones focusing on the customer.
Winning companies develop an ownership culture within their environment. Each employee is held accountable and their successes are measured. The wining companies manage the questions below well and that is why they are winning.
The customer centric culture wins customers by developing successively with the customer in mind. The winning companies ask the question – how will this affect the customer and our service to the customer – in order to build a pyramid based on customer satisfaction.
When you view a company like Apple, Fidelity Investments, Google, each of these companies inhabits a different space and are all atop their respective industries in more that one measure. Why are they winning? The answer is their customer centric approach.
It’s almost too simple, but as a company starts to experience growth customer service starts to falter as the focus starts to shift to the tactical functions; the companies above have identified a guiding compass, and a fixed point in the customer and that has made all the difference.