- BUSINESS PURPOSE
- VALUE PROMISE
- CUSTOMER SERVICE FRAMEWORK The 3 steps towards ensuring that you have delighted customers
We need to be clear:
1. What is our main purpose as a business? What are the main aspects that will drive our people to perform – what are our values and business culture?
We need to make it feel like a job worth doing. A clear purpose and values will sustain the efforts of our people when the going gets tough. Clear values give everybody a consistent ‘moral compass’, whilst a clear purpose means that big business decisions can be made in their proper context (‘is this helping us achieve our purpose … or not’?).
2. How do we create value for our customers? Why do they choose us? Is our value promise (or proposition) clear?
Do our customers really value the ‘drill’ they buy – or do they actually not care about the ‘drill’ itself and really value the ‘hole in the wall’?
3. Have we got consistent processes in place to make sure to make sure that we always do what we promised we would do for our customers?
Do we leave that consistent service to ‘chance’ or do we have a client service framework that drives the type of behavior that we want?
Does that framework include consistent and measured processes to ensure that we have lived up to our value promise? Are your customers delighted – and how do you know for sure?
So – a key rule of strategy – for delighted clients think: 1. PURPOSE – 2. VALUE PROMISE – 3. CUSTOMER SERVICE FRAMEWORK
Because in strategic terms – 3 is a magic number!