Its after long holiday for my scribbling I felt like writing this on a holiday today .Also I believe customer satisfaction never has a holiday in the entire sales process . I was given this topic yesterday at an office sales event unfortunately due to overflow of thoughts and lack of time I couldn't cover all .I thought I should pour it all here as its something that everyone would have experienced and experience.Whenever It comes to customer satisfaction , in the sales cycle it comes after acquiring the customer as we define the other as "suspects and prospects".Though technically it is right I strongly believe it comes even before at the stage of segmenting and targeting the right market.Most of the times defining the target customer means we define their needs,wants and pain points .Unless we define this properly later we cant satisfy them as we would have acquired a wrong customer or be in a wrong market with focus and core- competency on something else.Also we have to keep in mind the market dynamism and its impact on customer satisfaction. Technically customer satisfaction is meeting expectations and customer delight is exceeding expectations.With market moving much faster than marketing, yesterday's customer delight becomes today's customer satisfaction and its very important to understand and cope up with that.With commoditisation of services and brands customer today expects more value adds at same price of yesterday .The biggest challenge is to cope up with that change .I never had one winning strategy to satisfy my customer .But I always ensured that I set expectations right in stating to the customer that your satisfaction or delight is also a co-creation and the customer understands the importance of that in the sales process.As I always say and train my fellow members by saying two things "Make the customers feel guilty of their inability to return back for the personal touch you create in the sales Process " and there is only one slot in the world for Truth and Integrity and it is " THE WINNING SLOT"
Over years we have seen Corporates talking more about Branding.I see three faces broadly here in an Organisation's growth Path. Stage One: Company in its Start up stage wants to differentiate itself from its competitors and give extremely good Service levels to its customers to kill competition.There is a continous focus on Innovation ,Value Addition etc.Most of the time size is also small and it is quite Manageable.In this phase most of the time branding evolves through automatic route merely through customers Word of Mouth(WoM).Most of the companies later dont realise it is this Fundamental "quality of Service-Innovation-Value addition " is the core of Branding. Stage two: The second Phase is when a company is in Matured/Post Growth state where it looks for Market Expansion.Now Company thinks about Branding investment because it understands that WoM Cant cut across geographies/industries effectively.Capitalising on the WoM and Branding Initiatives companies Grow More an...
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