The first chapter focuses on customers.
The main benefits of implementing the principle of "paying attention to ancient pits"
Increase revenue and market share by responding flexibly and quickly to market opportunities.
Implement the principle of "customer-centered". First of all, customers and markets need to be investigated and studied. The more fully studied, the more flexible and quick an organization can respond to market opportunities and understand customers' needs and expectations. Secondly, after fully understanding the needs and expectations of customers, organizations need to meet the needs and expectations of customers through their own products, and then strive to exceed the expectations of customers. Therefore, through the implementation of this principle, the organization responds to the market more quickly and flexibly. By meeting customer needs and exceeding customer expectations, the ultimate inevitable result is that the organization will increase its income and market share.
Improve the organization's effective use of resources to enhance customer satisfaction.
Carrying out the principle of "focusing on customers" requires the organization to be customer-oriented everywhere. The essence of customer orientation is to look at problems from the outside, that is, to actively understand what customers see, think, believe and need. On the basis of fully understanding the customer's needs, the organizational objectives are linked with the customer's needs and expectations, the value process of the organization is systematically analyzed, and the organizational process is comprehensively considered from the perspective of value-added, so as to achieve the purpose of consuming the least resources and increasing the value relatively. As a result, the effective use of resources has been improved to achieve the most important goal of the organization, that is, to enhance customer satisfaction.
On the other hand, any organization's resources are limited, and customers' desires are numerous and endless, but the organization should not satisfy all customers' desires, but meet customers' real needs. Only the customer's willingness to "bear the interest" is the demand. Therefore, by implementing the customer-oriented strategy, we can ensure that the organization's resource input is the most efficient and effective. The implementation of the principle of "focusing on customers" has improved the effective utilization of resources and enhanced customer satisfaction.
Improve customer loyalty and retain repeat customers.
Customer satisfaction and customer loyalty. Simply put, satisfaction is the customer's feelings about this cooperation with you, and loyalty is the willingness to cooperate with you next time. Customer loyalty is a concept derived from the concept of customer satisfaction, which refers to a psychological tendency of repeatedly trusting, maintaining and hoping to buy a product brand or company after customers are satisfied. Recommending to others may be one of the most significant signs of loyalty, because the recommendation behavior has exceeded the customer's satisfaction.