Digital Output - May 2008 - (Page 17)

Outlook gizes people and the organization to accomplish extraordinary things is key. With this in place, be assured that current and future customers feel comfortable—and invited—to navigate through your organization. You Need to Change If … is a full understanding of where the initiatives fit into the big picture. Actions speak louder than words. Customer relationship management is a business process and bad processes hinder good business practices. Create new processes that leverage what customers want. Customers characterize providers based on perceptions of behavior— perception is reality. Also, changing each employee’s job to an understanding of how their actions limit—or enhance—the company’s reputation in the eyes of the customer is critical. When focused on the customer aspect of business, the bottom line becomes promising. D You continually manage rather than oversee, develop, and implement a service brand strategy. If this is the case, business must move from reactive customer service management to creating enduring customer loyalty. When there is an insufficient alignment between customer service improvement goals and the strategy, people, processes, and rewards implementing it, you also have a problem. In this instance you must instead provide the organization with documented, sequential steps, measurements, and accountability—exhibiting your sincerity about the need for customer alignment. Another concern is when employees are unable to see the connection between your current customer improvement initiatives and programs and the normal mode of operation. They have a hard time shifting between the two. Through daily performance, the management must emphasize and embrace the business goal of customer commitment very clearly. Generating Results The numbers speak for themselves. Ignoring the concept of customer alignment has obvious and harmful consequences for any company or organization that wants to succeed. Too many organizations realized this only through costly omissions or ignorance. Ignoring your greatest asset, the customer, has a lasting negative result. You make a conscious decision to link the customer and your results through empowering your organization. Linking the customer to business results leads to observable, measurable improvement of what matters to the customer—their own satisfaction. Results are managed with relevant methods and metrics. Leadership is the Core of Success … Empowering an organization leads to a customer-centric practice. It takes a sustainable commitment that is both personal and financial. Consistently reinforce the big picture. Demonstrate the why, what, how, and who of each project. Ensure that there Circle 7 on FREE Product Info Card www.digitaloutput.net May 2008 Digital Output 17 http://www.sgia.org http://www.sgia.org http://www.digitaloutput.net http://www.digitaloutput.net

Table of Contents for the Digital Edition of Digital Output - May 2008

Digital Output - May 2008

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