Internal customer focus (organization staff)

A collection of data related to the UK.
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maksudasm
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Joined: Thu Jan 02, 2025 7:10 am

Internal customer focus (organization staff)

Post by maksudasm »

The quality of service will increase if employees treat the customer and the company's ideology correctly. Demonstrate conviction and confidence in conversation with the client. There is no point in spending large sums on creating customer focus if sellers make mistakes when interacting with customers.

That's why:

Continuously improve the professional skills of your employees.

Increase their level of loyalty to the company and product.

Cultivate a corporate culture. Business paytm database profitability will be low if the staff is rude to visitors. Even producing a high-quality product will not help.

Create a friendly team. Sorting out relationships, fighting for clients, squabbles and quarrels will weaken the business. This will also affect the level of service.

Encourage personal responsibility of each employee, even if they work indirectly with the customer. Convey to employees that they are all responsible for the user's shopping experience.

Respect the personality of each specialist. Do not view personnel as a means to achieve your goals.

Develop the right motivation system for employees. Satisfied the client's requirements, received benefits.

Involve salespeople in making important decisions. By acting independently, employees will feel like they are direct participants in the business.

Implement effective onboarding programs for new employees. They should be integrated into the customer-centric model from the very beginning.

Assess your staff. Check how interested your employees are in customers. Use customer surveys, personal observations, mystery shoppers. Combine different methods for greater objectivity.

Employee focus on customer care is the most important factor influencing customer loyalty.

Internal customer focus


How to measure customer focus
There are no strict formulas or metrics. Experts recommend a number of techniques for measuring the level of customer-oriented approach.

Net Promoter Score (NPS)
The NPS index measures customer loyalty to a product brand. To calculate it, a customer survey is conducted. The main question asked is how many points on a scale from 0 to 10 are people willing to recommend the company to their friends and relatives:

0 – would not recommend.

10 – the client is loyal to the company.

The survey can be conducted in different ways: online, by mail, by phone, at the point of sale. All responses are divided into three groups:

company fans – 9-10 points;

neutral clients – 7-8 points;

opponents – 0-6 points.

The number of supporters and opponents is calculated as a percentage of the total number of points, which is taken as 100%. Let's say supporters scored 75 points, and opponents scored 15 points.

NPS = 75% - 15% = 60%

NPS scores mean the following:

50% or more - loyalty to the company grows naturally;

30%-50% - average growth rates, service development required;

30% or less – service analysis and further improvement of service quality are req
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