CUSTOMER ENTHUSIASM
What makes you the first-choice contact for your customers?
Today, it is hardly possible to stand out based on your products and services alone. The quality of most competitors is at a very similar level. Then perhaps the price? Differentiating yourself on this basis can be ruinous in the long run. In this respect, customer enthusiasm is becoming increasingly important as a strategic differentiator.
Enthusiastic customers trust you. You therefore need to create customer relationships that build so much trust that customers will only choose you without further comparison.
Inspiring customers means:
> to offer an additional benefit above and beyond the actual service.
> to work out needs in such a way that you know them better than the customers themselves.
> to provide small, positive moments of surprise again and again.
This in turn requires that employees with customer contact:
> consciously adopt a customer-centred attitude.
> think for themselves, take the initiative and thus always stay one step ahead of the customer.
> can be responsible for making decisions on their own.
For the organization, this means that they:
> have managers who trust their employees and give them free rein.
> have a culture that supports customer enthusiasm.
> place customers and their needs at the centre of its processes.
> have satisfied employees who are also enthusiastic.
A question of inner attitude
Customer satisfaction is a permanent development process, with the aim of anchoring itself in the DNA of a company. At its core, however, customer satisfaction is first and foremost an issue of personal attitude. It must therefore be possible for employees to internalize the idea of customer enthusiasm and for it to become part of their own self-image.
We take the idea of customer enthusiasm seriously customer relations happens on a daily basis, there must be people of conviction at work.
