Driving Business Leadership through Customer Service
Though every Business or Organization wishes to be world markets commander in its choose niche segment, it doesn’t happen that readily. There can be very few leaders who predominate the market for a long time. True there are corporations that are successful for a little while and they fade overnight. But then there are Organizations that are have grown to become corporate monsters, Multi National musicians and continue to flame as the product leaders.
It helps to study and understand as to what shapes these Companies grow leaders and develop their business. If you investigate more in detail you will find some special characteristics or parts that have been responsible for the growth of these Companies. In most cases, the Organizations have chosen certain value proposition with reference to their products or services offering and prosecuted to specialize in the niche segment by excelling in providing the superior value consistently year after year. Global labels like Apple, Sony, IBM, Dell as well as corporate giants like GE, Xerox, Phillips as well as Wal-Mart and other retail presidents like Home Depot, Spencer’s etc have been remarkably worked towards their success with careful planning and implementation of their preferred appreciate propositions.
While some companies have chosen to offer lowest price as the appreciate proposition, “theres” those who give wider variety and select of products while somebody else has chosen to focus on product invention etc.
Besides give a specific importance proposition to the customers, we also discover some of these organizations embracing few importance propositions like Customer service and Total answer as well as integrate services to differentiate their services and products in the market . A few apply operational excellence and use of technology to generate standardization in processes and increase efficiency.
Try to recall different organizations that have created and pursued Customer Service as their appreciate proposition and differentiator. You is very easy to recall your credit card corporation, your bank, infirmary or an airline or a logistics corporation. Brand presidents in all these sectors have excelled in endearing themselves to the customers through their focus and attempt at establishing and growing relationship with their customers.
Take the case of your bank, in recent times you will see a drastic altered in their approach towards their patrons. They have upgraded their services as well as product offering by introducing mobile banking and internet banking option. Secondly banks have begun to provide an account manager who helps you with the right investment strategy and gives you the best solutions. The same notion has been perfected by logistics corporations as well. Today logistics companies like DHL, FedEx, Panalpina, Ceva etc offer their customers integrated solutions. They assign in plant customer service executives to be based at the customer places in order to ensure seamless co-ordination and excellent service.
If you go one stair further to understand the working and approach of these organizations towards customer services, you will find that they have not only made a well defined structure to its implementation of Customer service managers and Account Managers, but these executives are empowered to provide solutions as well as take decisions as well . They do not merely support lip service, but run backward to negotiate answers with the management so that they are able to provide breakthrough solutions to their patrons. Many Organizations structure the fee in a manner that the report managers pay their motivations and bonuses in line with the sales revenue rise with the particular customer.
For large and multinational and major accounts, these organizations support reasonably senior managers who are capable of interacting with the senior government officials at the customer’s intention too. Depending upon the report sizing, there can be further customer services executives allocated as a squad as per specific requirements. Normally these major accounts managers will have a direct reporting into the marketing vice president or the senior government officials in the organization.
In many cases, Organizations have been able to intend and give customized new products and services to their major clients with the help of such dedicated customer service managers. Clearly customers get hooked to such solutions and over a period of time, forge meaningful collaborations with the Organisation who develop on to become leaders in their field.