Comments on: An Early Warning System http://thinkinglikeacustomer.com/customer-centricity/an-early-warning-system/ Balance your strategy Mon, 07 May 2012 08:58:48 -0700 http://wordpress.org/?v=2.8.6 hourly 1 By: Bill Self http://thinkinglikeacustomer.com/customer-centricity/an-early-warning-system/comment-page-1/#comment-243 Bill Self Thu, 15 Oct 2009 20:03:43 +0000 http://thinkinglikeacustomer.com/?p=757#comment-243 Heidi, Thanks for your comments. I agree that customers want to be listened to and taken care of at the transactional level. Really successful organizations take this to a higher level by acting in a proactive way for the customer. My October 14th post explains this in more detail. The proactive, customer-centered approach amounts to an overhaul of traditional customer programs to design a operation that, rather than reacting, is continually looking to deliver added value. It should be highly creative, but with the interests of the customer in mind. As I like to say, "While you are creating (inside your organization), make sure that you are creating lots of loyal customers." Heidi,
Thanks for your comments. I agree that customers want to be listened to and taken care of at the transactional level. Really successful organizations take this to a higher level by acting in a proactive way for the customer. My October 14th post explains this in more detail.

The proactive, customer-centered approach amounts to an overhaul of traditional customer programs to design a operation that, rather than reacting, is continually looking to deliver added value. It should be highly creative, but with the interests of the customer in mind. As I like to say, “While you are creating (inside your organization), make sure that you are creating lots of loyal customers.”

]]> By: Heidi Miller http://thinkinglikeacustomer.com/customer-centricity/an-early-warning-system/comment-page-1/#comment-238 Heidi Miller Thu, 08 Oct 2009 18:09:59 +0000 http://thinkinglikeacustomer.com/?p=757#comment-238 Bill-- So true! I've often made the same case for social media monitoring, myself. Customer complaints, whether they be over the phone, in a customer satisfaction survey, on Twitter or in person, all tell us something about where our organization can take its next step in improving customer service. And there is the added benefit that when customers feel they are being listened to and cared for, they take more of a personal stake in your company's future as well. That's the difference between a "customer" and a "raving fan," right? Bill–

So true! I’ve often made the same case for social media monitoring, myself. Customer complaints, whether they be over the phone, in a customer satisfaction survey, on Twitter or in person, all tell us something about where our organization can take its next step in improving customer service.

And there is the added benefit that when customers feel they are being listened to and cared for, they take more of a personal stake in your company’s future as well. That’s the difference between a “customer” and a “raving fan,” right?

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