Which best describes your business, “Customer Service Focused” or “Customer Oriented?”
Many people would cite that they build their business around the motto “Customer Service is Job One!” It oftentimes gets tied up into what is called your “value proposition” or that promotional promise that you market to your customers. Understandably, keeping your customers happy is probably the most important job your company has. If customers feel good about your company and the products or services it provides, they will not only be less inclined to switch suppliers, they will be more inclined to increase the amount of business they do with you.
The basic truth in business is that repeat business, from faithful customers, is the business that builds your profit. We have all heard that, statistically, it is much easier to keep a customer and sell other products and services to that customer than it is to gain new customers. So what is the most effective way to gain repeat business? Is it by providing superior customer service or is by being customer oriented? Be careful with your answer, there is a difference between the two terms and nowadays if you fail to understand which is the most important, you will not only fail to create a value promise, but you will fail on delivering it. Your customers will see more of a value cliche because you are disconnected from them and this is what will cause them to go elsewhere leaving yourself and your business to be eaten alive by your competitors who understand what it means to be customer oriented.
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