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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:
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.
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