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The Consumer Power


While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words.

When a company lacks the sincerity to deal with their customers fairly, some one comes along and puts the company on the dock and though the trial by the customers may be long drawn out it is ultimately the death sentence for the brand or the organizations itself many a times.

There are hundreds of recorded cases of companies going down the tube in spite of the best possible product and high visibility promotions just because they failed to take care of the customers in all sincerity.

Jeremy dorosin and the Starbucks is a case in point where one single customer created a movement and media attention so wide that the company had to close shop.

Starbucks coffee simply refused to acknowledge the genuine grievance of a customer and laughed him off. In spite of their claims of people oriented service, they failed to note a genuine customer complaint. When Jeremy Dorosin went to the media and the internet, millions of affected customer whether of starbucks or other companies joined in to orchestrate their protest against the high handedness of big business? The unfairness was visible when Starbucks painted Jeremy Dorosin as a nut.

The company had to close shop ultimately and we now have the famous term Starbucked out of this customer victory.

Just do a search of the word Jeremy Dorosin in any search engine and you can read all about it.

The point that needs to be raised here is:

Can the customer be used like a whore? Use them and discard them when you feel like. Is he just a number; the more you have the better is your bottom line.

Or is the customer going to be an important component around which your business revolves.

Would you like to shortchange the customer for your short term profits?

Do you react differently to your customer and you as a customer?

Is your entire organization designed to revolve around the customer or only your Sales and Customer Care have to think about them and rest of the organization is trying to beat the customer orientation by an accountant mind set.

These are just the basic questions you need to ask yourself if you want to survive and profit from business. As Peter Drucker said almost 50 years back, Customer is Business.

Decide whether you want run a business or run out of it by forgetting the customer.

R.G. Srinivasan is a Certified Trainer, Writer and Author with more than two decades of managerial experience. He writes a regular blog on management thoughts which you may check out at http://management-thoughts.blogspot.com for interesting articles on management, managerial resources, strategies and experiences.


MORE RESOURCES:

Customer Service - Google News

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Letter: 'Customer service' often lacking service part - The Ledger


The Ledger

Letter: 'Customer service' often lacking service part
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We as consumers rely more and more on customer service. I've come to realize how much “service” is actually lacking in businesses these days. Customers can either make or break a business depending on their satisfaction. People rely on a service that ...

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Travel Network Group recognised for customer service 'excellence' - TTG


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Travel Network Group recognised for customer service 'excellence'
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Speaking at the consortium's annual overseas conference in Monaco, Jo Causon, chief executive of the Institute of Customer Service awarded TTNG the organisation's ServiceMark, a recognition “of achievement in customer service, and a company's ...
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The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo - Forbes


The Bot Revolution Can Save Your Customer Service, Says Tony Jamous, President Of Nexmo
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Chatbots and other AI-powered virtual agents have changed the structure of customer service considerably. But, this is just the beginning. Chatbots are evolving with APIs, being given access to deep learning and popping up in spaces that we never ...

Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me - Forbes


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Thanks A Latte: How To Fix A Customer Service Failure, Per Starbucks, Marriott And Me
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Every company needs a customer service recovery framework, a sequence of best practices for interacting with, and turning around, upset customers. Settling on such a framework and then providing customer service recovery training in order to achieve ...

Spirit Airlines turns to Disney to improve its customer service - Los Angeles Times


Los Angeles Times

Spirit Airlines turns to Disney to improve its customer service
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The Disney Institute is a Florida-based company that offers business courses to improve leadership, employee culture and customer service. On the institute's website, the company cites its work with Haagen-Dazs International, the National Football ...

Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both - Forbes


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Exceptional Customer Service And Low Cost Are Not Mutually Exclusive -- Here's How To Achieve Both
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Singapore Airlines (SIA) cabin crew undergo some of the most rigorous service training in the industry, instilling a business culture that is exceptionally customer-centric. As a result, it is regularly voted one of the best airlines in the world. Yet ...

These Two Customer Service Formulas Can Improve Employee Performance By 100% - Forbes


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These Two Customer Service Formulas Can Improve Employee Performance By 100%
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Even the most engaged, best-intentioned employees (and their managers) can benefit from knowing a couple essential expert formulas that will improve their customer service performance day in and day out. Today I'll share two rules of thumb how to ...

Seven Customer Service Practices That Will Help You Win Over Clients - Forbes


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Seven Customer Service Practices That Will Help You Win Over Clients
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Back in the mid-90s when Amazon was first starting, I felt that Amazon gave me the best customer service and best customer experience. Instead of jumping around different websites, I had everything in one portal. In Amazon I found a company that gave ...

Why is Customer Service in Asia so Terrible? - Forbes - Forbes


Why is Customer Service in Asia so Terrible? - Forbes
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Asia's service sector is booming. This article takes a closer look at how this lucrative sector is developing. Don't miss out on the investment opportunities that are ...

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