How Best to Serve Your Customers
1.Find and Keep the Customers You Want: The Customer Insight Mandate - Alton L. Adams (Accenture)Nowadays, it is not enough just to know the wants and needs of customers but rather organizations must endeavor to gain insights or in depth understanding on how best to serve their customers. Accenture starts off with the importance of not only customer retention but continued acquisition as well to unsure business survival and "develop much more intimate relationships with those customers." Even with the rise of methodologies and systems related to Customer Relationship Management (CRM), "capabilities for developing insights on customers-and successfully acting on those insights-are still lacking." To achieve this "requires significant shifts in organization and culture, sophisticated technologies and analytical capabilities, and the discipline to continuously monitor and measure the results of all marketing activities." The constant change and the ability for organizations to adapt to change will result in achieving the goal of giving "customer nirvana."2.What do Customers Want? - Jeffrey L. McWaters (AMERIGROUP Corporation)McWaters hit it right on the spot when he starts his views with: "The simplest, most basic reality o
San Jose State University - Spartan Stadium Customer Service Survey In terms of the customer satisfaction portion of the survey - i. This entails making sure that the detailed requirements of the customers are captured and the problem they bring to you are understood in order to be solved properly. They do not need to be walking from one floor to another and this is important especially for the elderly and physically challenged customers. Cushioned seats requirements of another customer when given by the stadium will entail that we truly care for them and want their continued patronage because their comfort is of utmost concern for us. f business is that unless you have customers, you do not have a business. com) Although the article focuses on products, the key points relate to: "Listening to customers is the biggest factor in determining what customers really want. As McWaters said, "We've found no business tool more powerful than letting them know that we want to serve them and that we appreciate their patronage. There is a fundamental entrepreneurial factor that is satisfied by listening to actual customers, and delivering products designed just for them (Standard Time, 2005). If we will truly follow the talking and listening scheme mentioned in Standard Time's What do Customers Really Want? - Developing Products and Services People Want, it is evident that the comment, "I wish they had elevators. " McWaters concludes his views by emphasizing the importance of "human touch" that spells business success or failure and that "We've found no business tool more powerful than letting them know that we want to serve them and that we appreciate their patronage. Overall, the feedback are positive and SJSU Spartan Stadium need only maintain what "there is" right now and improve from there based on what customers are saying or wanting. Speaking specifically about his company, the AMERIGROUP Corporation, McWaters explains that the old adage regarding: "Conventional wisdom and stereotypes about what customers want are rarely right or complete;" hence his company focuses more on determining customer needs and fulfilling these needs.
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