Through consulting we stumble across many businesses with an attitude of "who cares about the customer!? We make lots of money and our product is in demand. A few customers lost because of bad service or a lack of options will do nothing to our bottom line. There are many more where they came from. Customers are not in short supply!"
Do businesses really understand the value of their customers? Do they really comprehend the fact that the customer IS the business? Without a customer there is no business! Finally, does business fully understand that customers are scarce resources? Once you have them, you best keep them.
Here are some brief pointers to ensure that you have a sustainable business going into the future:
You can find more information about the future customer and future customer service in our book: Future Business - the game has changed.
To assess the success of your Customer Service and Customer Relationship Management, do a NXTmove Business Design Audit of your business. For more information, click on "What is NXTmove" at the top of this page.