Developing a Customer-Focused Organization

Understanding and surveying customer needs and expectations. Look at all activities and output from the customer's point of view.
Customer focus as an organization-wide issue encompassing every level, every function, and every role. Apply this practice internally as well as externally.

Survey of Needs, Attitudes and Expectations.
HRAMS can help you develop, administer, analyze and propose solutions from survey instruments that allow you to measure customer attitudes, expectations and needs.
Develop Customer Feedback Loops in Employee Performance Evaluation Systems.
We can analyze your present compensation structures and help you use the feedback you receive from customers in order to reward the performance and competencies that you want your employees to exhibit.
Three Steps to Ultimate Customer Advocacy
Customer Service, Customer Satisfaction, Customer Loyalty. What is the difference? Customer Service is a process: Your organization knows how to write up sales, complaints, exchanges and returns. Customer Satisfaction is attitude: The customer walks away satisfied with the immediate issue. Customer Loyalty is commitment: this is the ultimate because the customer has confidence in the process, is satisfied right now, and is committed to you and the organization as a personal advocate.
Customer Lifetime Value
Customer lifetime Value (CLV) allows you to determine and maintain a solid connection with your customer with the understanding of what their lifetime value to your organization is. Through clienteling, communicating, rewarding, assessing and analyzing, you can maintain a solid, identifiable, repeatable customer base that keeps your business in the forefront of your customer's mind and allows you to develop dynamic and creative programs to improve customer loyalty and, in turn, the bottom line.

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