Creating a Customer Centric Enterprise-www.exemplarybusiness.com

Creating a Customer Centric Enterprise-www.exemplarybusiness.com

Creating a Customer Centric Enterprise

EBS has engaged in raising the level of awareness within organisations are continually striving meet Customer expectations in a consistent manner.
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Methodology:
  • Our approach begins with ensuring that the company strategy includes determining expectations, and preferences of customers to ensure the relevance of current product / services and to develop new opportunities.
    • Market Force analysis
    • Drivers of purchase decisions
    • Analyse Customer behaviour ( Repeat buy, warranty claims, service complaints, price
      sensitivity, Standard benchmark surveys )
  • Establishing a mechanism for determining satisfactions levels of customers and building relationship to retain current business and develop new opportunities.
    • Customer Communications channels
    • Complaint management process
    • Building relationships for repeat business and referrals
  • Establishing a robust process for sustaining customer centric behaviour within organisation.
    • Customer satisfaction measurement
    • Ongoing reviews by top management on metrics related to customer focus
    • Customer champions for key accounts
Impact:
  • Everyone pulls together for the customer
  • Company work ethics and value systems in line with customer voice
Gains to the Organisation:
  • Increase market share
  • Repeat business
  • Enhance customer Loyalty and relationship