Yes CEOs across the globe is putting CUSTOMER at the center when they plan for business turnaround.
Finding reasons for sickness is certainly a good beginning for turnaround process to begin with however for any business it is CUSTOMERs who pays for its survival - be it good business or turnaround case.
Therefore immediate focus on better customer experience can give CXOs to work out plan and strategise turnaround initiatives. Preserving customers who have not yet left the organisation is critical and first priority & making them company evangelist is next best on agenda.
Company may be sick for any reason but the moment customers know this they may continue to do the business but search for alternative is on immediately as everyone needs dependable service providers or suppliers. Even best customer experience service providers like Kingfisher airlines started losing customers the moment they know about the financial mess the company is in. Only hope for their survival was their customer loyalty they had created by offering great experience.
Imagine what can happen to companies not offering not so great customer experience.
Therefore while working on other issues to turnaround the company immediate sharp focus on the customers is the key survival tool for turnaround companies. Many a times pathetic approach towards the customers is the reason for the companies to go sick and even die.
Point is do not wait till your enterprise go sick to focus on customer experience. Focus on customer experience to avoid sickness and even is the situation arise customer can bail your enterprise out with their loyalty and word of mouth support.
Company may be sick for any reason but the moment customers know this they may continue to do the business but search for alternative is on immediately as everyone needs dependable service providers or suppliers. Even best customer experience service providers like Kingfisher airlines started losing customers the moment they know about the financial mess the company is in. Only hope for their survival was their customer loyalty they had created by offering great experience.
Imagine what can happen to companies not offering not so great customer experience.
Therefore while working on other issues to turnaround the company immediate sharp focus on the customers is the key survival tool for turnaround companies. Many a times pathetic approach towards the customers is the reason for the companies to go sick and even die.
Point is do not wait till your enterprise go sick to focus on customer experience. Focus on customer experience to avoid sickness and even is the situation arise customer can bail your enterprise out with their loyalty and word of mouth support.
