My view :-
Let’s understand this way –
Any business remains profitable when it is benefited with the shape of a triangle , refer this as triangle process.
The customer ,business promoter & the company are parts of triangle.
You cannot afford to break this chain.
The physical communication & telecommunications or Internet communications are the prominent solutions to build up trust and relationship.
My favourite is the physical communication.
During my tenure with hdfc bank as a personal banker ,the bank wants an employee to follow a process and that is to meet every single customer in the assigned database once in a quarter .
Email ,telecom are also good ways but physical meeting & feedback origin can’t be ignored.
The communication gap can best explained with an apparent example –
The parent and the kid stopped interacting with each other for some time.
The relationship exists but the flavour gets low day by day and a day comes when this frustration of non communication will be evident .
And for instance if they don’t communicate for long the relationship surely exist but only on papers not in emotion and physical.
The mobile smileys and healthy emails work but not at the cost of physical appearance.
The same happens when an organisation or employee representing organisation’s vision, stop communicating with the end user which is the driver for any business called a ‘customer ‘ .
You cannot beat the importance of constant touch irrespective of requirement & service with feeling which ethically should be the part of organisation values in addition to out of the way customer retention platform , to promote strong signal of brand you advertise.
Organisations are unsubstantial in nature but people who represent these organisations subsist .
They develop habits and processes to follow.
Communication gap arises when we stop engaging with the customer.
When we stop caring about the problems of the customer ,
When we act as non cohesive about followups & revert for an important query.
Collaboration of laying down a process is critical but equally critical is to be followed by representative else the whole interest appears to be lost.
It is at the sole discretion of an employee to deliver the expectations and loyalty at first.
Now, it is connected with the satisfaction of an employee as well because if he is not internally happy to offer his services or professionaly expert due to any reason,
It is a suicide for any company in the name of faith and satisfaction.
To be precise , how can a company expects an employee to be following everything with the same passion when he is not even skilled and trained in that same manner .
Loyalty and satisfaction gets into picture when a non physical individual (company) exports the process to individuals (employees ) to get satisfaction of consumer (end customers )
All three points of triangles are imperative.
I suggest start seeing this question as being you .
Whenever a customer is buying anything , he always buys from the individual and not the company.
Tags: comunication, customer, satisfaction, suicide
Sherry is a Blogger, Author, Corporate trainer with expertise in soft, behavioral skills and sales training. Sherry is passionate about fitness goals, spreading positivity, coaching youth.
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