Listening to Customers
In a strange juxtapositioning of articles, this month's UK 'Management Today' has three pieces, relating to the importance of listening to customers.
Susan Rice, CEO of Lloyds TSB makes it clear how vital it is for great leaders to listen and hear. She uses the example of how Coca Cola was swift to 'hear' it's customers when they revolted against New Coke back in 1985 (good job too, it was yuk!). She also rails against the viability of change programmes where over 70% fail to meet the original objectives. A dismal return, pretty consistently due to failing to hear the needs of staff as well as customers in the business.
Fast forward to page 19, where a small piece follows the situation Henry Ford precipitated in the early 20's, with his policy of 'any colour as long as it's black', for his new revolution in car making, the Model T. This worked very well for a few years, giving Ford an enormous 57% of the market. Yet this historic icon of manufacturing efficiency, came back to bite him. His competitors, almost behind his back, found out, by asking and listening, that their customers wanted different colours.
By 1927, General Motors had stolen a March on Ford - and taken a big lead - and market share.
And finally, in an issue strangely focused on customer service, there is a long look at the state of the fashion market in the UK, now led by those lower priced upstarts who have become very visible over the last decade. From Asda's George brand, through TK Maxx, to Matalan, Primark and Peacocks. These are all mounting the pavement and decimating traditional fashion retailers. Marks and Spencer are the usual victims, but not the only ones. The common strand here is that the victors are listening closely to and responding to the needs of their customers - they are taking the time to find out and, what's more, they are 'sensing' the mood; the trend of fashion retailing.
Maybe listening to customers is as vital as it seems. And whilst on the subject, a closer attention to employees wouldn't come amiss either.
What to do in your business?
Five tips:-
- Ask questions of the people that matter - customers and employees.
- Listen to their answers and question more.
- Act quickly on those things you can fix quickly.
- Build into your short-, medium- and long-term strategies the things you are finding out.
- Work to ensure that your people are empowered to do this all the time, day in, day out and to feedback to where it will be noticed
Copyright 2005 Martin Haworth is a Business and Management Coach. He works worldwide,
mainly by phone, with small business owners, managers and corporate leaders. He
has hundreds of hints, tips and ideas at his website,
http://www.coaching-businesses-to-success.com.
(Note to editors. Feel free to use this article, wherever you think it might be of value - it would be good if you could include a live link)
...helping you, to help your people, to help your business grow...
Latest News
 International Business Times | Intec Appoints Andrew Meyler as VP Customer Services MarketWatch - The new Customer Services role at Intec will play a key part in delivering operational value, and help our customers respond to market challenges. ... Parature Releases Free White Paper on Cutting Costs and Improving ... |
Transite Technology Signs Deal with MCR Safety to Provide ... MarketWatch - Transite's products and managed services ensure the least-cost mode and carrier for every order while increasing management and customer service by ... |
Anything Brands Online Offers Its Commercial Clients Viable ... MarketWatch - ... tools and leading service partners, Freight Shares provides transportation capacity, shipment management and superior 24 hour customer service through a ... |
Rohm and Haas Uses Elemica's Terminal and Warehouse Solution to ... MarketWatch - Fewer errors, along with accurate data on inventory levels, results in less overtime and rush shipments to meet customer service expectations. ... |
City's budget wrangling continues San Diego Union Tribune, CA - Monday, the council voted 5-3 to restore six customer service centers, which offer residents a neighborhood stop to pay city bills or ask questions, ... |
E-Commerce Sites Are Focusing on Customer Service CIO Today, CA - By Patricia Resende In a rocky holiday season, e-commerce sites need to focus more on customer service. Good service helps a company, while bad service can ... |
Popeyes hopes to rebound with improved customer service QSR Web, KY - The major draw was the flavor of the chicken and red beans and rice, but the stores' customer service was lacking. Bachelder is heading a plan designed to ... |
 Sify | Orleans County banking service center to stay open Buffalo News, United States - The former Washington Mutual customer service center in Albion will stay open with full staffing, guaranteeing jobs to more than 800 employees in Orleans ... WaMu didn't live up to 'friend of the family' WaMu losing 9200 jobs |
 International Business Times | M5 Announced Landmark 900th Customer Win with Addition of Airport ... PR Web (press release), WA - This real time tool allows CAS to manage and measure staff performance according to customer-defined service level agreements. CAS president Mike Duffy ... M5 Hits Milestone with Addition of its 900th Client, Airport Cargo ... |
Frost & Sullivan Recognizes Martek Biosciences for Unique and ... MarketWatch - This Award recognizes the company's successful sales entry, customer acquisition and service strategies, and the degree to which those strategies have met ... |
Resources
-
Discover how to get paid to shop and eat!
Earn $10 - $40 an hour helping businesses improve their Customer Service!
-
Start a Cleaning Business
You can learn how to start a cleaning Service business within two weeks. The Suze and Ev Method shows you how to start cleaning up immediately.