We think every company of every size should be focused on their customers. Watch as Phil Bounsall, Bruce Kidd, and Chris Woolard discuss why mid market companies have a great chance to differentiate themselves in today’s economy by retaining the customers they have and keeping those relationships robust.
I just overheard an account manager talking about a difficult customer situation and his efforts at being customer focused. His response to this situation was, “For crying out loud, serving customers is just like raising children.”
Most parents in the workforce probably agree that there are many things to be learned from parenting. Things like effectively using positive and negative reinforcement, persuasion skills, time management, etc.
As discussed last week, customer’s behaviors, attitudes, and perceptions are impacted by the economic downturn. Surveying customers
provides multiple benefits to assess this impact.
First, surveying your customers provides a way for your company to assess key metrics pertaining to your customers and their experience with you.
No, I’m not talking about the kind of stress test that doctors have you perform on a treadmill to determine how much work your heart can handle. But that type of stress test did get me thinking about the state of the economy and the stress it is placing on most businesses. It made me wonder, if things get worse, which companies will be able to handle the additional work (so to speak). And what’s the right type of test to determine who will thrive and who might fail? I’ve identified three factors that I think should be a part of every “business stress test”.
