Getting to the heart of customer satisfaction: how to make your business customer centric

A unique selling proposition (USP) can be based on a variety of factors, including price, the level of service provided, location and the traditional telco business. If incumbent local exchange carriers can anticipate and address what the market is going to need next month, next year and in five yea...

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Bibliographic Details
Published in:Rural Telecommunications 2006-07, Vol.25 (4), p.20
Main Author: Rosenberg, Ron
Format: Article
Language:English
Subjects:
Competition
Competitive local exchange carriers
Consumer behavior
Customer satisfaction
Customer service
Customer services
Guidelines
Market segments
Market strategy
Marketing
Organizational change
Success factors
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Summary:A unique selling proposition (USP) can be based on a variety of factors, including price, the level of service provided, location and the traditional telco business. If incumbent local exchange carriers can anticipate and address what the market is going to need next month, next year and in five years, and then communicate to their customers that their needs and expectations are truly understood and addressed, then they can offer real value that can help overcome any benefits the competition may offer. The first step in putting the customer at the center is to actually understand customers and their needs. Here are three of the most effective strategies to become customer centric: 1. Leverage your position in the community. 2. Give customers more control. 3. Make sure everyone is on board. The key to long-term success is to establish a value proposition, a USP that is so strong that customers do not entertain competitive offerings.
ISSN:0744-2548