1. OUR CUSTOMER’S PERCEPTION IS OUR REALITY
Customers are generally key to our business success and we are responsible for their perception of our business and services and of course – their perception is our reality…
2. IT’S EASIER TO KEEP OUR CUSTOMERS HAPPY, THAN ATTRACT NEW ONES
We keep the existing customers VERY HAPPY. This works well for us in two ways, one is that clearly when we keep our original customers we stop the churn and reduce the need to acquire more. The second way it works is by giving them a great customer experience they can work positively for us through word of mouth and referrals.
3. WITHOUT CUSTOMERS, WE DON’T HAVE A BUSINESS
I don’t know of any businesses that do not have a customer of some sort and in some form. We have internal customers working for our business or the more traditional customer who purchases from us. Regardless, they are important, we need them and the success of our business or our role in the business depends on them !
A great practice with us is asking our self – “who is my customer here?” and then we plan our action accordingly.
4. BRANDS WIN BY HOW WELL THEY WOW CUSTOMER
Once we have identified our customer, then put our self in their shoes and ensure that whatever we are doing is correctly “customer focused”. We understand the different types of customers we deal with and tailor our approach to them. Once we understand our customers, we really start to WOW them. Our motto is always CUSTOMER FIRST.