Customer satisfaction is the vital sign that acts like a
pulse to the health of the rest of the organization. Companies that keep their
customers in focus win over the long run. Ensuring that policies &
procedures, training, recruitment, facilities and resources are focused on
customer satisfaction is important for sustainability.
All businesses are in the business of serving customers. How
many cars would sell if they didn’t serve the needs of their customer? Would it
be any different for a spa or vacation? Companies that make the mistake of not
running their daily operations with the customer in focus eventually start
seeing the errors of their ways through poor customer retention and sales.
Policies &
Procedures: The internal mechanisms and operations should ensure every
activity is focused on the customer.
Training:
Training should seek to ensure quality completion of jobs and friendly customer
interactions; it should set the standard for employees.
Recruitment: The
right kind of personality should be sought after in all recruitment decisions.
Facilities: All
organizations should be designed around the needs of their customer through décor,
functionality, and proper use of space.
