BRAND SWOT: Apple's Sperspective
Knowing a brand’s strength and weakness is another checklist in
improving customer service in today’s competitive environment. Equally
appropriate is identifying the opportunity a sustainable excellent
service delivery can offer your brand premium in the market place. In
short, spot on understanding of the SWOT base of customer service
strategy is an obligatory requirement of a customer oriented product and
service.
The following considerations should be deployed in having a good grasp of your customer service SWOT Identification. Please note the list is not exclusive.
# the culture of the organization should be customer driven. If such
approach is absent, then there is urgent need to implement one that is
sustainable, scientifically, methodically and strategically processed to
enhance relationship.
# identifying both the internal customers
(business process personnel) and the external customer (customers,
purchasers, subscribers, end users etc.).
# the need to profile the
external customers according certain factor influencing consumer
behavior. Such factors like age, lifestyle, location, economic status
etc. and when dealing with corporate customers, look out for credit
ratings, number of employees, location, revenue, industry etc.
The
next is how you find out these factors. There are list of empirical,
experiential and experimental methodologies available. They are Market
Research, Customer Service Survey, Questionnaires, Users or Focus Group
Discussion, Clients Audits etc.
# there is however the suitable
need to assess customers’ opinions, reservations and attitudes towards
the values of the service and product you offers them!
Finally act
on the findings, give feedback, and use the internet to reach out
without depending on hearsay, assumptions or relying on small group as
the actual representative of the whole.
Regards
Gbelela Olabisi Michael (2011)
No comments:
Post a Comment