Should Your Organization Be Customer-Focused? | Oliver King

Should Your Organization Be Customer-Focused? | Oliver King

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[Music] hello my name is Oliver King one of the co-authors of customer-driven transformation now it's a question isn't it why should an organization be customer focused and I think actually it's a very simple answer it's to stay in business is to avoid being disrupted that's the real key for being customer focused and when you are customer focus a number of things happen first of all you can figure out how to provide products provide services that are much
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more meaningful valuable and desirable to customers but also you can understand how to make things more produce things more efficiently more effectively and reduce costs there's a lot of emphasis now on moving towards self service so you can understand what it is that customers actually want you can understand how they can help you to help them more more effectively being more customer centered helps you to understand where the pain points are in the experience and how those can be addressed that ensures that you retain
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your customers more we know that acquiring customers is a massive expense to the business but if you can figure out how we can make them have a very pleasurable experience that means that they're going to stay around longer they're gonna tell their friends tell their family and you're going to get far more customers at the end of the day and I think what's critically important in this day and age is actually about retaining the organization's reputation because in the old days if someone's upset they might tell a dozen people now if somebody's upset and they come to
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social media they're telling you know six seven eight thousand people so reputation is the key thing being customer centered means you to manage the reputation of your business far more effectively and I think all this is incredibly timely because really the world is changing so much customers expectations are changing so much the the sorts of experiences they're having in different aspects of their lives they're using those to compare against the services and experiences that you're providing so the more you can understand customers the more you can be customer
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focused and getting to issues the better and more meaningful your services can be

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