As we learn from book & business battle especially in customer services field – Customer is always right. To achieve this goal, most of the company would do everything to meet customers’ requirements because they believe this is essential to ensure customers’ loyalty & faithful.
I was surprised but impressed to read an article, claimed opposite to the above. Let’s share about it.
“ Customer is really something weird & changeable. If you ask what they are not satisfy with, they would complaint a lot but if you ask what they really need, they would be speechless”. Hence, an organization has to make careful analysis of the followings :~
1.) Understand self value & ability
For an example, safety is the most important mission for an airline company. When a drunken passenger creates troubles in the plane, the company has to settle down the passenger immediately. In this case, the management & frontline need to know and act according to priority. Well, the phrase of “Customer is always right” doesn’t applied here.
2.) Aim the market and customers scores
Differences of products, cost leading ( compete with lower price ), build niche market ( Just do what others don’t ) are some alternatives to uphold competitors & capture market.
3.) Fix The Market Place
Observe competitors’ position in the market when launching new products, such as cell phones’ market. Cell phones’ companies may focus on phone features, connectivity with Internet, basic functions or entertainment like MP3, games & etc. Each would emphasize in different piece of cheese.
I’ve translated the above from a Chinese article & had added some salt & vinegar. Happy reading & start from today, don’t be upset if your customer complaint because they are not always right ^o^……..
I was surprised but impressed to read an article, claimed opposite to the above. Let’s share about it.
“ Customer is really something weird & changeable. If you ask what they are not satisfy with, they would complaint a lot but if you ask what they really need, they would be speechless”. Hence, an organization has to make careful analysis of the followings :~
1.) Understand self value & ability
For an example, safety is the most important mission for an airline company. When a drunken passenger creates troubles in the plane, the company has to settle down the passenger immediately. In this case, the management & frontline need to know and act according to priority. Well, the phrase of “Customer is always right” doesn’t applied here.
2.) Aim the market and customers scores
Differences of products, cost leading ( compete with lower price ), build niche market ( Just do what others don’t ) are some alternatives to uphold competitors & capture market.
3.) Fix The Market Place
Observe competitors’ position in the market when launching new products, such as cell phones’ market. Cell phones’ companies may focus on phone features, connectivity with Internet, basic functions or entertainment like MP3, games & etc. Each would emphasize in different piece of cheese.
I’ve translated the above from a Chinese article & had added some salt & vinegar. Happy reading & start from today, don’t be upset if your customer complaint because they are not always right ^o^……..
1 comment:
You are right. And do remember, we are customer to one another, so if we can do right, we will get the right respopnd too...
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