Thanks to Phil Gerbyshak, I've learned about Jef Menguin's customer service Fridays. Yesterday Jef references a book called Customer Driven Company by Richard C. Whiteley in which he outlines the Seven Fundamental Imperatives of a Customer Driven Company.
What I'd like to focus on is #1: Create a Customer-Driven Vision.
A truly successful company consists of strong leaders who are clear about what they want and always, always place the customer at the forefront of every decision. I don't believe that a company exists to make the shareholders happy. A company exists to make the customers happy. Without the customers, there would be no money to be made and ultimately that would affect whether or not shareholders make a return on their investment. On the same note, a company doesn't exist solely to make money. Yes, people are in business to make money, but if that is the company's only motivation, it won't be long before problems and issues will show up - especially with customers. Call it karma if you will.
» The End Goal of Client Fulfillment from bigPicture
The greatest client fulfillment and customer service representatives have one thing in common: they understand that putting their personal ego aside to be able to fully understand the client's need is imperative. Maria Palma from customers are always h... [Read More]
Tracked on: July 31, 2007 6:40 AM | Permalink to Trackback