By Chuck Thomas / in VALCORT DNA / January 5, 2017
It’s not difficult to find the opposite of customer-centricity. I found it while traveling in eastern Europe late last year, where many businesses still—after 50 years of official communism followed by 25 years of capitalism—haven’t discovered the value and competitive advantage of good customer relations.
But you don’t have to travel to former totalitarian states to experience horrendous customer service. If you’re attempting to solve a problem with your phone, insurance policy, satellite service or even the IRS (to name a few), it’s often difficult to find a number to call, and if you find one, you’re likely to experience a long wait to talk to a human being.
Why aren’t more company’s recognizing the opportunity to establish unique value by making it easy for customers to get a rapid response and friendly treatment? The market share that would increase because of this extraordinary relationship-building at a primary point of contact would certainly more than pay for the staff necessary to provide this service.
Do you find yourself asking this kind of question as you experience customer service snubs? How about your company? Have you identified the areas where your competitors are falling short, or where they are succeeding in their effort to capture and service new customers?
We have recognized that it is a great benefit to be inquisitive about your competitors. #24 of the Valcort 35 Keys to Business Growth is: “Monitor your competitors’ marketing and sales efforts and identify their strategies, messages and methods to capture more customers.”
How can you key an eye on your competitors? A few suggestions:
Here are more tools to do this.
These are just a few of the tactics for finding out more about your competitors and their effort to capture and retain customers, and there is much more to say about each of these.
It’s time to become a secret (or not so secret) spy! We can do this for you. It’s what we do! Give us a call or send us an email. We’d love to help. (The Valcort Group, 630.587.6000, firstname.lastname@example.org)