How to build your whole company around satisfying your customers

​This week we take a bit of a departure from our normal ‘written word’ format to give you a recent presentation we gave on practical steps to designing your business processes to put your customer’s needs at the centre.

It’s incredible to realise that:

• 81% of companies who provide great customer experiences and customer satisfaction do much better than their competitors (1)
• It costs six to seven times more to acquire a new customer than it does to retain an existing one (2)
• 84% of consumers all over the world trust recommendations from friends and loved ones, and they have a 16-25% higher lifetime value than those acquired from other sources (3)

Putting a Quality Management System into your business is not just about assuring the quality of your product or service - it goes much deeper than that.

If done correctly, you should develop your company processes - from initial enquiry right through to final delivery - totally centred around the needs of your customer.

Every decision your business makes needs to be considered according to the way it will impact your customer experience, even the decisions that might not seem immediately obvious.

Every member of your team needs to be engaged and understand how their work impacts the customer and their experience.

Your customer feedback is invaluable. That’s why it almost goes without saying that a business with a customer-first strategy needs to develop a robust management system to process and implement customer feedback and use this as the tool for continual improvement.

This video workshop deep-dives into what a Quality Management System is, how it works, then shows you how to strip down then reconstruct your company processes to make them customer-focussed. 

Being customer-focused isn’t a PR stunt - it’s what distinguishes the best from the rest. Just click here to view on our YouTube channel. Alternatively, just paste the following address into your browser:
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https://www.youtube.com/watch?v=AN8W8nI-RXM&ab_channel=TheIdeasDistillery

(1) “Customer Experience Maturity Monitor” report; Peppers & Rogers Group; 2009
(2) Business2Community
(3) “Global Trust In Advertising And Brand Messages”; Nielsen; 2013

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