SMART Service Desk Asks About Your Deep Customer Service Thinking

Theodore Roosevelt said, “The most important single ingredient in the formula of success is knowing how to get along with people.” That is a great model for any business to operate under. How does your business, brand or service get along with your consumers?

About Becoming Indispensable to Your Customers

Because companies with deep customer focus are constantly thinking about better, quicker, easier ways of doing things that customers want, they ultimately become indispensable in their lives. Whatever customers need to do (say, use information to make critical decisions differently, ensure employees’ lifetime well-being, manage energy or do on-demand computing), the company with deepest customer focus excels at offering the outcomes each customer is seeking. Through constant testing, customer feedback and the use of that data, the brand becomes indispensable. And as the relationship intensifies, truly sustainable gains are made. No product or service standing alone can accomplish all of that.

The company’s activities become so interwoven with its customers’ activities that clients end up spending more money with the company on a greater variety of offerings over longer periods of time. Thus customers reward the enterprise, giving it many opportunities for profitable growth.

Think about your customer. Would you rather have, say, a new health plan with new features or would you rather have a relationship with a health-insurance company that is committed to solving pretty much all your health and safety problems — an organization that not only provides insurance coverage but, for example, also helps with your health- and safety-related concerns so that problems are caught before they happen and don’t get unnecessarily serious or costly even as you get older? The company was able to reinvent itself only after managers understood the breakthrough process and tools through which deep customer focus is achieved.

And other successful companies have learned as well. IBM might not call its approach deep customer focus, but IBM did more than turn to services when mainframes weren’t selling and PCs sales were dropping: It embedded in its culture a worker mind-set focused on outcomes for customers. That’s how it keeps developing innovations that help customers adapt to constantly changing environments.

Businesses need a systematic process to activate deep customer focus that shapes priorities, behavior and systems. Commitment is critical. Non-implemented acceptance is lethal for any change initiative, but especially for deep customer focus that embraces the entire organization. It is not solely the marketing group’s sphere.

SMART Service Desk IT Service Management Software is a great start to creating your very own customer service legends. We know that your satisfied customers will return again and again. Let us help you increase productivity, reduce operations cost and improve customer experience with our ITIL compliant solutions. No matter the size of your business we have your customer retention solutions.

SMART Service Desk
600 West Ray Road
Suite D-3
Chandler Arizona 85225
602-235-0975
info@smartservicedesk.com
http://smartservicedesk.com