Customer

Value
Strategy
Presented by : Ailyn Grace
 Contents
Definition of Customer Value
Identifying the Customer
Customer Satisfaction
Customer Focus
Customer Service
 Definition of Customer Value
 Customer value is the customer’s perception of the worth of your product or
service. Worth can mean several things: the benefit these products or services
provide to your target market, or the value for money they offer.
 Understanding the value you provide customers can help you to better attract
potential customers and better service existing ones.
 Identifying the Customer
 Your market may consist of different customers with different buying behaviors,
some may prefer impulse purchasing while others may prefer taking their time and
getting assistance from others. Getting a good understanding of how consumers
think, what their buying habits are and what factors influence these habits is
essential for you to make the most of your marketing opportunities.
 Customer’s Satisfaction
 Customer satisfaction refers to the extent to which customers are happy with the
products and services provided by a business.
 Customer satisfaction levels can be measured using survey techniques and
questionnaires.
 Objective and accurate measures of customer satisfaction provide the best lead
indicator of future loyalty..
 Customer’s Satisfaction
A customer satisfaction measurement programm will enable you to:
 Understand how customers perceive your organization and whether your performance meets
their expectations.
 Identify PFIs (priorities for improvement) – areas where improvements in performance will
produce the greatest gain in customer satisfaction.
 Undertake a cost-benefit analysis to assess the overall business impact of addressing the PFIs.
 Pinpoint ‘understanding gaps’ where your own staff have a misunderstanding of customers’
priorities or their ability to meet customers’ needs.
 Set goals for service improvement and monitor progress against a customer satisfaction index.
 Benchmark your performance against that of other organizations.
 Increase profits through improved customer loyalty and retention.
 Customer Focus
 2 Kinds of Customer
- Internal
- External
 Customer Focus
 Customer focus- is a technique for identifying the customers, products/services,
quality characteristics, and performance measures which are most important to your
business unit.
 Customer Focusing when you begin any major review of business activities, or
whenever you need to affirm your key customer and product orientation, for
example, when,
•there is a major change in your strategic direction
•new products or services are added
 Customer Service
 Customer Service is the commitment to providing
value added services to external and internal
customers, including attitude, knowledge, technical
support and quality of service in a timely manner"
 The Ten Commandments
of Customer Service
1.Know who is boss.
 You are in business to service customer needs, and you can only do that if you know what it is your customers want.
2. Be a good listener.
 Take the time to identify customer needs by asking questions and concentrating on what the customer is really saying.
 Beware of making assumptions
3.Identify and anticipate needs.
 Customers don't buy products or services. They buy good feelings and solutions to problems.
 Communicate regularly so that you are aware of problems or upcoming needs.
4.Make customers feel important and appreciated.
 Treat them as individuals. Always use their name and find ways to compliment them, but be sincere.
5.Help customers understand your systems.
 Take time to explain how your systems work and how they simplify transactions.
 Be careful that your systems don't reduce the human element of your organization.
 The Ten Commandments
of Customer Service
6.Appreciate the power of "Yes".
-Always look for ways to help your customers.
-When they have a request (as long as it is reasonable) tell them that you can do it.
7.Know how to apologize.
-When something goes wrong, apologize.
-Make it simple for customers to complain. Value their complaints. As much as we dislike it, it gives us an opportunity to improve.
8. Give more than expected.
•What can you give customers that they cannot get elsewhere?
•What can you do to follow-up and thank people even when they don't buy? Or What can you give customers that is totally unexpected?
9.Get regular feedback.
-Encourage and welcome suggestions about how you could improve.
10.Treat employees well.
- Employees are your internal customers and need a regular dose of appreciation.
-Treat your employees with respect and chances are they will have a higher regard for customers
Thank
You!