Page 31 - UDYAMA FINAL final for web

Studies have also revealed sta-
rtling facts pertaining to the value
of customer-centricity in busin-
esses. As per study findings, only
1% of customers feel that enter-
prises consistently meet their
expectations. This is a major dis-
connect in general and common
for many businesses striving to
grow. If this is the situation in
average companies, what would
be the fate of enterprises which
fail to understand even the first
lesson of customer care? Rem-
ember, Marketing research expe-
rts say that every year, an average
company loses 20 to 40 percent of
its customers, due to various rea-
sons and entrepreneurs’ failure to
understand the value of custom-
ers plays giant role among them.

It is worthwhile for you to look in
to your business with regard to
this practice. Are you and your
employees follow the first lesson
of customer care? In fact, it is not
sufficient. Customer care is a
broad collection of approaches,
practices, and procedures essen-
tial for business growth. If the
It is so simple. When the entrepre- At the same time they spend time above weakness is visible in your
neurs and their employees ignore and money to attract new cus- business, it can gradually deterio-
this simple practice, whatever tomers which costs five to nine rate your business growth. There-
they offer as customer service in times than retaining existing fore, assess the real situation in
the middle do not vibe meaningful customers. Poor customer reten- your business and ensure that you
connecting messages to the cus- tion has many negative impacts have established a culture and
tomer. Customers will be happy on the business. environment where the customer
about the middle treatments when is cared satisfactorily, treated
they are in the store, but after they 2017 Customer Service Bench- with respect, provided with
go out, they don’t feel a difference mark Report indicates that while solutions and is given the best
between that store and the other in 80% of businesses believe that possible customer experience.
the bazaar. Most of the entrepre- they provide excellent customer You need to ensure by evaluating
neurs not only ignore the first service, in fact only 8% of cus- the customer mind that you have
lesson, but continue the ignorance tomers believe that they are act- given the due position to the
to the end. ually receiving excellent service. customer in your business.

January 2021 29