Posts Tagged ‘client’
Intimacy with the customer (customer intimacy) is now one of the popular strategy in maintaining and building customer loyalty. Why? Because customer intimacy and competitive advantage can produce a positive bottom line for the company.
What is the customer intimacy?
Customer intimacy is a way to manage and build relationships with customers. Customer intimacy is a commitment to provide excellent service to customers. In order to conduct customer intimacy, then the company should know the ins and outs of customers, from habit, behavior, until the customer desires.
Dell, for example, which was founded in 1984 by Michael Dell, has two main rules, namely: 1) minimize inventory; 2) is always listening to customers, and 3) never sell indirect. Dell is the first PC manufacturer to build a system of direct feedback from customers.
Dell has focused attitude to customers, where customers can provide input and explain their needs so that Dell can customize your PC according to customer desires. They do not want to be like most other manufacturers, who make new discoveries, and then market it. Read the rest of this entry »
Excellent service provided to customers must be part of the overall service strategy of a company. Not enough just with friendly customer service and product knowledge to master, the company expects customer loyalty in the long term.
Customer Intimacy Strategy
If we see a glimpse of the importance of returning the company has a competitive strategy to win customers’ hearts, there are three generic strategies to achieve competitive advantage, namely:
1. Excellent operational and where the company should be able to excel in making products or services compared to similar companies
2. Customer Intimacy in which the company must be able to nurture an intimate relationship with our customers
3. Where the company’s product leadership has to become a leader among the products of other products. Read the rest of this entry »
A front office staff a 4-star hotel in the city of Medan had done something very impressive to me. Many years ago when I first visited this city for an office job, I do not know where to stay, so I handed it to a friend in Medan to pick a good hotel, clean for me. In the afternoon I arrived and front office personnel check in with friendly service. I am a woman on duty alone to the city that is still foreign to me, so that these officers as a friendly welcome to me that makes me more comfortable feeling. The next day when I crossed the lobby to go to the office, the clerk of the distance back to the friendly greeting me by name and my office: “Good morning Mrs. Emy … go to the bank …… yes, congratulations on duty ….”. Well, I was very surprise, this big hotel can not remember the name of his guest? If the name when the guest uses the phone from the room was okay, because they see the code and match the name of guest rooms. But they remember faces and names as well as guests with friendly institutions. Thus each time I leave or arrive to the hotel for a few days always get a friendly greeting. Read the rest of this entry »
For a company that emphasizes service form, the performance of customer service is top priority. In order to create a superior customer service, then the company must be capable of differentiation to customer service.
Benefit
By performing differentiation to customer service, the company will be able to establish positioningnya in the minds of customers. Customers will notice that the goods / services you offer has a value greater than the other competitors. Customer service is a unique potential to be more memorable by the customer.
You want to differentiate, but confused, which aspects can you differentiate? Here are a few aspects that you might consider to highlight the differentiation of customer service you have. Read the rest of this entry »
Humans have diverse characters. In general, there are four different human characters, namely promoters, goal getter, analytical, and people pleasure. The four different characters, has its own characteristics and has its own strengths and weaknesses. Studying the character of each human being is not for the purpose of the negative, but it can enrich our ability to be able to perform well to a variety of service our clients have different characters.
The following will discuss about four different characters and methods of service that is suitable to every man according to his character:
Promoter
People who are promoters usually flamboyant and highly creative. Usually they are widely thought or helicopter view, but the weakness of people who have these characteristics is the one bored quickly and tend not to focus on the job. They are also people who have a tendency to talk a lot but little realization. People like this have a tendency to want praise and recognition from the wider community. Read the rest of this entry »