1. Spend a Day in the
Life of Your
Customers
Presented By:
Ankit Chugh
2. Content
• Overview
• Reason for approaches
• Conclusion related to
approaches
• Market focusing Model
• Service Model
• Rules that can Managers practice
• Tale of Woodbridge papers
• What really happened?
• Understanding Customer
3. Overview
Every successful business is built on superior
senses—of timing, opportunity, responsibility, and
humor.
Customers is the single most important skill that
company can use to direct technologies, product
and service .
Entrepreneurs like Bill Gates, Akio Morita, Sam
Walton, and others brought this ability to the
enterprises they found.
4. Paying attention to the customer is certainly not a new
idea.
And even if they do believe that market focus is a
priority, most retain only limited contact with
consumers as their organizations grow.
5. Reasons for Approaches
First, customer input and market data are useful only if
they’re coming from the right sources.
Most industrial companies define “customer” as the next
entity in the distribution channel and stop
there.
Most managers do not understand the distinction
between information and knowledge.
6. Conclusion related to above
approaches
Top-level managers need to spend a day in the life
of key customers in their distribution chains.
It should be the essence of there corporate
strategy.
Only in that context can analytical devices like
customer-satisfaction indices, market-share data,
and benchmarking results become servants rather
than masters.
7. Market focusing model
• employees are considered as a competitive advantage.
• They are the direct link between a company and its
customers.
• companies, invest massively on people by training and
increasing wages.
• It represents the key relationships within the organization with
the customer in its center.
9. Rules that can Managers
practice
• Recognized that ‘customer’ means more than the next
step in distribution chain.
• Creative managers must bring insights and expertise to
their customer problem.
• Don’t expect brilliant insights each time you study a
customer.
• Involve all levels of the organization in the drive to
become market focused.
10.
11. Tale of Woodbridge Papers
Company Facts: Woodbridge Company made colored
packaging material used by the food industry.
Threat of Competition: Mountain View papers
12. • Business Effect:
Soup manufactures find Mountain View papers
can save them from out of packages during
promotion.
Let’s Counterattack : Revival Strategy
CEO immediately called a senior staff
meeting.
Brain storming between all the concern
departments.
He created a working task force of high
performers.
13. • Results
Market share increased.
Awards and Accolades.
Reduction in inventory control staff
14. What Really happened
• CEO invites unhappy soup manufacturer and
Chicago printer to talk about there concerns.
• In the meeting Woodbridge delegation asked
questions regarding what there loyal customers
faced and how they could increase there profits.
15. Understanding Customers
6 basic needs that customers wants
from there companies:
Friendliness
Understanding and empathy
Fairness
Control
Options and alternatives
Information