The Ideas Distillery
  • Home
  • ISO systems
    • Benefits of ISO systems
    • How to get (and keep!) ISO certification
    • ISO certification FAQs
  • Implementation
    • ISO Implementation overview
    • ISO 9001 QMS Support
    • ISO 14001 EMS Support
    • ISO 45001 H&SMS Support
    • ISO 27001 ISMS Support
    • Certification Threshold Service®
  • Maintenance
    • Maintenance Services Overview
    • Certifications Compliance Package - Bronze
    • Certifications Compliance Package - Silver
    • Certifications Compliance Package - Gold
    • Internal Audits Service
    • Online Compliance Management
  • Improvement
    • Business Process Mapping
    • ISOs and business improvement book
    • ID TV Channel
  • About
    • Contact
    • About Us
    • Meet our team
    • Video Testimonials
    • Blog
    • Knowledge Base
    • Press Room

creating a customer centric culture

3/21/2019

0 Comments

 
Picture
Last week we looked at reviewing objectives and developing strategies. This week we continue to look at a programme of activities for the implementation of a plan.

On a smaller scale, there are lots of things that can be done to foster a customer orientation among staff:


  • communicating information about customers’ needs
  • arranging visits by staff to customers' premises, or visits by the customers to talk to staff
  • inducting new staff so that the importance of a customer orientation is emphasised from the start
  • observing and giving constructive feedback on episodes of customer service
  • encouraging and praising staff who have done that bit extra to satisfy a customer
  • holding debriefing meetings after particular incidents of customer dissatisfaction to share information about what went wrong and to work out what could be done to ensure it does not happen again; that is, learning rather than blaming
  • identifying and providing training, for instance in telephone manner or other communication skills.

The failure of many organisations to satisfy their customers rarely occurs because they did not know what they should have been doing, but because they never put it into practice.

Sometimes the gap between excellent plans and what actually happens is so great that the organisations themselves fail. The path to customer orientation is littered with the career hopes of managers who believed in it but never got round to doing much about it.

For the purpose of your personal action plan to improve customer satisfaction, what matters is that your approach to customer orientation is permanently built into your role and agenda.

We hope that one of the messages of this blog so far has been that you do not think about your customers only at some special occasion or annual planning stage, but that their needs are always in your mind, shaping your priorities and actions.

We have been deliberately positive about the difference you can make to customer satisfaction. We have considered the other orientations that customer orientation has to compete with in reality. We have provided you with a framework for a personal action plan to help you achieve increased customer satisfaction. We hope that you share this genuine belief that you can make a difference.

Key points


  • Customer orientation competes with technology, product, producer, financial, sales, managerial and professional orientations.
  • Dissatisfied customers damage organisations because of the costs they give rise to and the influence they have on future sales and programmes.
  • A customer's estimate of how satisfied they are comes from their comparison of what they expected to receive with what they perceive they have received.
  • Customers have a zone of tolerance within which organisations can operate in order to satisfy them.
  • A planning framework typically comprises:
    • corporate objectives
    • an audit
    • a SWOT analysis
    • assumptions
    • specific/departmental objectives and strategies
    • a programme of activities
    • measurement and review.
  • Acquiring, disseminating and responding are the three stages of handling information about customers.
  • SWOT is a valuable tool to identify strengths and weaknesses in customer relations, and opportunities for, and threats to, improving them.
  • It is important to set SMART objectives in planning:
    • — specific measurable
    • — agreed
    • — realistic
    • — timed.
  • Fostering a customer orientation among your staff is an important management role.

​The Ideas Distillery has been selected by Feedspot as one of Top 25 ISO Blogs on the web!

If you would like to look at how to implement an ISO 9001 quality management system, then simply contact us.

Or, if you want to see what's involved in more detail, then get a completely free, no obligation, totally tailored ISO Gap Analysis for your business (only available to UK businesses).

0 Comments

Your comment will be posted after it is approved.


Leave a Reply.

      NEVER MISS AN ARTICLE - SIGN UP FOR OUR BLOG UPDATES
    Submit

    Welcome

    Here you'll find the latest blog articles on all things compliance, particularly focussed on quality, environment, health & safety and information security.


    Get a completely free, no obligation, totally tailored ISO Gap Analysis for your business...
    FREE ISO GAP ANALYSIS

    Categories

    All
    Environment
    Health And Safety
    Information Security
    ISO Management System
    Quality


    Archives

    April 2022
    March 2022
    February 2022
    January 2022
    December 2021
    November 2021
    October 2021
    September 2021
    August 2021
    July 2021
    June 2021
    May 2021
    April 2021
    March 2021
    February 2021
    January 2021
    December 2020
    November 2020
    October 2020
    September 2020
    July 2020
    June 2020
    May 2020
    April 2020
    February 2020
    January 2020
    December 2019
    October 2019
    September 2019
    August 2019
    July 2019
    June 2019
    May 2019
    April 2019
    March 2019
    February 2019
    January 2019
    December 2018
    November 2018
    October 2018
    September 2018
    August 2018

    RSS Feed

Ideas Distillery logo
T: 029 2196 1066
E: info@ideasdistillery.co.uk
Picture
Picture
Read about our ISO implementation services...

Read about our ISO maintenance services...

Sign up to our free, genuinely useful Monthly Newsletter full of ISO news, regulation bulletins, top tools and blogs
​GDPR Data and Information Policy
​Privacy Policy
HTML sitemap
XML sitemap
  • Home
  • ISO systems
    • Benefits of ISO systems
    • How to get (and keep!) ISO certification
    • ISO certification FAQs
  • Implementation
    • ISO Implementation overview
    • ISO 9001 QMS Support
    • ISO 14001 EMS Support
    • ISO 45001 H&SMS Support
    • ISO 27001 ISMS Support
    • Certification Threshold Service®
  • Maintenance
    • Maintenance Services Overview
    • Certifications Compliance Package - Bronze
    • Certifications Compliance Package - Silver
    • Certifications Compliance Package - Gold
    • Internal Audits Service
    • Online Compliance Management
  • Improvement
    • Business Process Mapping
    • ISOs and business improvement book
    • ID TV Channel
  • About
    • Contact
    • About Us
    • Meet our team
    • Video Testimonials
    • Blog
    • Knowledge Base
    • Press Room