what customers want by derek hendrikz
DESCRIPTION
What customers want by Derek Hendrikz works with customer service, client satisfaction, customer care, service excellence and delivery, needs satisfaction, types of customers and more. www.derekhendrikz.comTRANSCRIPT
Two Types of Customers
The intermediate or trade customerThe end consumer
www.derekhendrikz.com
Our Customers Are….
Not dependent on us…we are dependent on them
Not an interruption of our work…they are the reason for our work
Not outsiders…they are part of us
We are not doing them a favour…they are doing us a favour
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“Our customer is the most important person on our premises.” – Mahatma Ghandi
Ultimately your customer is the entity who sponsors your mission….
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The Customer Importance Test…
If we remove a specific category or group of people, will we still exist?They greater the damage with absence of a specific category or group, the higher their customer status…
Company Value – Customer Value = Damage of Absence
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Keys to Success in Delivery….
Key 1…Let the customer feel significant
Key 2…Understand customer needs and see their point
Key 3…Make a good first impression
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Customer value defines three major categories….
SpeedCostQuality
Value is defined as the customer’s subjective evaluation of how well a service meets or exceeds expectations…
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Customers do not buy products, they buy the satisfaction of needs…
• Customization
• Speed• Reliability• Convenience• Affordability
What they want when
buying needs satisfaction
is…
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Motivation:
The biological, emotional, cognitive or social forces that activate and direct human
behaviour.
In ‘customer’ sense, to motivate is to move an individual or group towards sponsoring our
organisational mission.
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Abraham Maslow
Self- Actualization
Esteem
Social
Safety
Physiological
www.derekhendrikz.com
