Deven Govender’s Specialties
Change management from product focus to market focus.
Develop strategies and transform into tactics and manage operational implementation.
Multi-functional Team leadership
Business Process Re-engineering
Create and manage growth.
Doing business in the new era requires companies today to become customer centric. It’s about giving the customer an experience that sets you aside from your competitors.
A customer is the most important visitor on our premises; he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.
Mahatma Gandhi – (Customers – Improvement – Business – Work Opportunities)
Customers give us an opportunity to serve them and we have the opportunity to serve them. We need to give them a customer experience so that they can share their customer experience with friends and family which will result in repeat and referral business.
- Identify who and where your customers are
Customer centric companies know exactly who their customers are and you don’t need high end technology or CRM systems to determine who or where your customers are. It can be done using Microsoft Excel or Access.
- Customer needs
Sell by asking the right questions. Find out what products or service the customer would like to see. By doing this you have the opportunity to customise customer needs which will build brand loyalty.
- Map your sales process around your customer
There is nothing more important than keeping your customers at the centre of your process. Most traditional companies still believe that the customer is King and the customer is at the Top. Customers actually want to be in the centre and everything else should revolve around them.
- Know your products and train your staff.
Training is an important part of providing a customer centric experience, We often have excuses that we do not have budget for training and training can be done in-house on a coach or buddy system.
- Put in Place CSI Customer Feedback
Customer feedback is the most vital information you can receive. It helps you improve you business and helps you measure. I am a firm believer in “if you cannot measure it you will not be able to manage it.”
Follow these steps and you will become more Customer Centric and watch those sales flood in.