Exceeding Customer Expectations


We often focus on meeting customer expectations by closing the gap between customer perceptions and expectations. There’s a difficulty in meeting expectations because of all the factors that must be coordinated to deliver on the firm’s service promises. However, an increasingly popular service maxim urges companies to “exceed customer expectations.”—to delight, excite, surprise, and otherwise amaze. According to this formulated belief, merely meeting customer expectations is not enough; a company must exceed them to retain customers. This is an appealing slogan as well as one that sets a high performance standard for employees, but it holds the potential to overpromise to both customers and employees. In attempting to exceed customer expectations, a company must understand a) what type of expectations can and should be exceeded, b) what customer group or segment is to be targeted, and c) the impact exceeding  expectations has on future expectations of customers.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Advertisements

Equality, Inequality


Some people don’t think of you as an equal. Before they can accord you with the honor of being treated as an equal, they feel you need to prove yourself. You’ve run into these people before – you can probably spot them right away. And, try as you might, you probably have a difficult time respecting them, because you know that, deep down, they don’t respect you.

By nature, we are organizers, and sometimes we fall into the trap of organizing people. One of the most persistent downfalls of human society has been the urge to rank people according to worth. Even today, many cultures that now enjoy political freedom are still tarnished with the vestiges of a class system – a declaration that people are inherently unequal.

On a social level, this tendency is nothing more than a reflection of how we often behave in our personal lives. For whatever reason, we conclude that some type of people is better than others, and we make decisions based on this conclusion. If you think about it, all complaints of discrimination are essentially protests against decisions based on the notion of inherent inequality.

Another brand of inequality that has plagued history is the inequality of opportunity. Some people have a head start over others. Some people have more opportunities open to them than others do. It’s easy to say that ‘achievers create their own opportunities,’ but the fact is, life isn’t fair. Some people do have an advantage when it comes to opportunity. in life, there are few level playing fields, and there is very little any of us can do to change this.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Post-sale Customer Loyalty


Maintaining the loyalty of major current customers can be crucial for improving a business’s profitability as its markets mature. Loyal customers become more profitable over time. The firm not only avoids the high costs associated with acquiring a new customer, but it typically  benefits because loyal customers a) tend to concentrate their purchases, thus leading to larger volumes and lower selling  and distribution costs, b) provide positive word-of-mouth and customer referrals, and c) may be willing to pay premium prices for the value they receive.

Periodic measurement of customer satisfaction is important, then, because a dissatisfied customer is unlikely to remain loyal to a company over time. Unfortunately, however, the corollary is not always true. Customers who describe themselves as satisfied are not necessarily loyal. Indeed, 60 to 80 percent of customer defectors in most businesses are “satisfied” or “very satisfied” before their defection. In the interim, perhaps, competitors improved their offerings, the customers requirements changed, or other environmental factors shifted. Businesses that measure customer satisfaction should be commended, but urged not to stop there. Satisfaction measures need to be supplemented with examinations of customer behavior, such as measures of the annual retention rate, frequency for purchases, and the percentage of a customer’s total purchases captured by the firm.

Defecting customers should be studied in detail to discover why the firm failed to provide sufficient value to retain their loyalty. Such failures often provide more valuable information than satisfaction measures because they stand out as a clear, understandable message  telling the organization exactly where improvements are needed..

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

 

The Constraints of Techno-stress


More than at any time in the history of our species, we are facing exploding levels of computerization and complication in our lives. Some of this seems beyond human control; for example, never being able to get through on the fax number because the system is programmed to the wrong mode. Offended by such a machine, many people naturally demand some satisfaction. Often a harmless oath, perhaps accompanied by a stiff thump, will satisfy our base urge for revenge.

On occasion, sterner punishments have been meted out. Childish retaliations against technology are doomed, and are wasteful of our limited time on this planet.

Of course, a lot of the techno-stress we encounter is self-inflicted by our unbridled love of gadget. With an array of office machines and household tools that would make the original James Bond seem a technological peasant, the average worker has invited a host of unnecessary mechanical inconveniences and breakdowns into his or her life to add to the overall levels of techno-stress.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Principles of Crisis Management


What does one do when a crisis comes? There are some principles, not rules that can be useful to managers facing a crisis:

Define the real problem: Crises tend to face managers to think short term and focus on the narrow problem at hand. The crisis management team should ask several reflective questions: What would constitute a good job in managing this crisis? What can we accomplish? What is impossible?

Set Goals and Define the Crisis Strategy in Light of Those Goals: The urge to act first, think later is hand to resist when facing a crisis. The better the course is to have some managers actively thinking about the goals—What do we want to accomplish? How do we want to be perceived by the media? By our shareholders? By our employees and customers?

Manage the flow of Information: Experts advise managers to tell the story their way, consistently, and frequently. Because electronic media repeat crisis stories quite frequently in a typical news day, managers have an opportunity to correct errors and should not permit an erroneous statement to stand unchallenged.

Adopt a Team Approach: It is important to have one spokesperson designated at the outset and available to act on the company’s behalf immediately. Successful companies have thought in advance about the skills each crisis team should possess. Legal, media, and government relations skills are essential in many crisis situations.

Plan for the worst case: A crisis always has the potential to worsen, and managers need to anticipate the worst case possibility. It is tempting to assume a crisis will pass and the world will return to normal. It is wise to prepare for the worst.

Plan on the Situation Getting Worse: By doing so, an organization can begin to see ahead and create contingency plans for communicating with key stakeholders, deploying resources, and organizing other companies and people for action.

Follow up after the Crisis is Over: Many contacts with stakeholders occur during a crisis. A company can restore its image and reputation by dedicated follow-up to stakeholders.

Use Technology: Information technology can be a powerful aid to a company facing a crisis and needing to communicate with stakeholders. A company should measure the effectiveness of communication message through polling, surveys, and focus-group interviews.

Don’t Give up: As bad as it can be for an organization, a crisis rarely destroys a well-managed business. Leadership is vital if an organization’s internal and external stakeholders are to believe that there is a bright future beyond the crisis.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

Grabbing the Ball


What are some of the methods of interrupting? One is to raise your hand and say, “Just a second, may I . . .” and continue speaking. Another way to interrupt is to stand. The person speaking will usually pause, and calling that person by name, you can say, “Mr. so and so, there’s something else,” and continue speaking. You can also just speak, raising the level of your voice above the person speaking. Be sure, however, that when you ask permission to interrupt you don’t wait for permission to be granted but continue directly to your message.

One of the most difficult things to do in a brisk meeting is to hold back and allow others to finish presenting what you consider to be incorrect assumptions and actions when you know you have the right and perfect answer to the problem. Have the urge to jump in and interrupt a thousand times and do so in many cases.

Interruptions can lead to digressions, which prolong the length of a meeting. But a polite interruption that cuts off a digression is an excellent way to save time.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight

Managing Redeployment


A policy of employment security carries with it the task of managing the steady movement of employees out of redundant jobs and into jobs that have come into demand inside or outside the firm. Otherwise the employer faces mounting costs and the danger of carrying surplus people on the payroll, in addition to the costs and turmoil of hiring new employees. Uncontrolled, these costs jeopardize the policy of employment security, the viability of the firm, or both.

Managing the redeployment of people is not accomplished by merely setting goals and urging managers to pay heed. Specific responsibilities have to be assigned to individual managers, and specific routines for anticipating, planning, and implementing moves must be instituted. In a large organization, these arrangements will be put into place at site level, division level, and corporate level.

Retraining is and will continue to be an essential step in the process. Concrete methods that companies (and unions) have devised to ensure that retraining serves the purpose of employment security.

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, Line of Sight

Previous Older Entries