Promised Value

Valuing the Customer Experience

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Customer relationships are the foundation of your business. Those that endure contribute to your sustainability while revealing insights about trends, changing market needs, feedback on strategy, and innovation opportunities – all valuable inputs for decision-making and value creation. But customer relationships are also fragile, and heavily dependent on the service experience that your business delivers, particularly when things don’t go as planned. Your customer-service personnel are your front-line relationship reps, the face of your business. …

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Taking Ownership

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For customers, it’s the first person they contact who creates that critical first impression of your business. If that person listens more than talks, probes to learn more about what the customer needs,and takes ownership for resolving that need, then it is likely that the customer will welcome the opportunity to build a trust relationship with your company. Recognizing that trust can only take root once your promise to the customer is realized, taking ownership …

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Customer Centric Synchronization

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In customer-centric organizations, the entire enterprise is synchronized to deliver promised value. Sustaining preference with your customers over time requires commitment: to remain engaged and aware of their vision, goals and strategies; and to consistently produce the strategic value you promised. You can’t generate value for customers unless you thoroughly understand their business – what differentiates them, how they make money. Since every business changes over time, it is essential that customer relationships be sustained on …

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