How to develope a customer care culture and strategy?

Answer 1

It all stems from your customer philosophy. There are companies that don't really care about what the customer thinks or wants. But, let's assume you are dedicated to complete customer satisfaction. Part of your stategy might be to receive the highest industry rankings for customer satisfaction (by JD Power or Consumer Reports, etc); therefore, you would address every item used in their ranking formula to ensure that your policies and procedures will result in the highest scores. You would survey your customers to find out how they would like you to improve. Perhaps even more importantly, you would survey people who are not your customers and find out why. But the word "culture" is truly the most important part of the puzzle. Every employee must understand and internalize the philosophy and goals. They must be trained to handle customers in a fashion consistent with the policies and procedures aimed at customer satisfaction. And if you truly want to succeed and have your employees adopt the philosophy (theymust create the culture), empower your employees with the authority to make decisions aimed at customer satisfaction without the fear of criticism. Applaud, recognize and reward creative or extreme measures taken by individual employees in the name of customer satisfaction. Make it a way of life.