Finding a customer; feeding a customer;
Who is a customer for us or anybody?
Who are our customers, major ones and
loyal ones?
What are their needs, wants and expectations?
How do we know them?
Assumptions beliefs verified recently
How are we meeting them? according to
us; according to them;
When and how did we ascertain?
Are their gaps and are gaps
closing/widening?
Why care for them – and how?
Survival/competitive reasons
Success/economic ones
Professional/intellectual
Personal/emotional
Ethical/social
Higher/spiritual
What is the aim of business?
The aim of everyone in the organisation
To win/get a customer and to keep a
customer
No customer no business
No growing customer no prosperous
business
The purpose/aim of any business
Profit a byproduct
Give, take, make, need, meet,
transact
Understanding the psychology of our
customer
Our people as a customer one way
He is like us human, uniquely human
General needs/special needs
Let us analyse our experience as a
customer
Feeling level/decision level
We have a need/want
We go to help to have that need met
Someone offer to meet those needs
Technical dimension/human dimension
eg., insurance/restaurant
Functions – technical, economic,
emotional
Options and how we exercise
In whose favour
He gets surplus of money
We get surplus of satisfaction
We will like him to buy
Instead of our having to sell
Whatever is important to him – no one asked
Dealing with reality, customer
reality
Like it or not/ like it ,enjoy and
serve
1 comment:
Welcome back to the blog world. Very nice.
Even the most consumer oriented company often forgets that the customer is the reason for existence.
But for that relationship to flourish it often has to be two way. Especially with an industrial customer (as opposed to an individual customer) the relationship only works if the customer pays. All too often, that is a real struggle, especially when the government is the customer.
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