Drug testing

The Consumer Power

While most companies talk about consumer friendliness, customer centricity, customer relationship etc. more often than not they are mere lip service or jargons with little sincerity behind these grand sounding words.

When a company lacks the sincerity to deal with their customers fairly, some one comes along and puts the company on the dock and though the trial by the customers may be long drawn out it is ultimately the death sentence for the brand or the organizations itself many a times.

There are hundreds of recorded cases of companies going down the tube in spite of the best possible product and high visibility promotions just because they failed to take care of the customers in all sincerity.

Jeremy dorosin and the Starbucks is a case in point where one single customer created a movement and media attention so wide that the company had to close shop.

Starbucks coffee simply refused to acknowledge the genuine grievance of a customer and laughed him off. In spite of their claims of people oriented service, they failed to note a genuine customer complaint. When Jeremy Dorosin went to the media and the internet, millions of affected customer whether of starbucks or other companies joined in to orchestrate their protest against the high handedness of big business? The unfairness was visible when Starbucks painted Jeremy Dorosin as a nut.

The company had to close shop ultimately and we now have the famous term Starbucked out of this customer victory.

Just do a search of the word Jeremy Dorosin in any search engine and you can read all about it.

The point that needs to be raised here is:

Can the customer be used like a whore? Use them and discard them when you feel like. Is he just a number; the more you have the better is your bottom line.

Or is the customer going to be an important component around which your business revolves.

Would you like to shortchange the customer for your short term profits?

Do you react differently to your customer and you as a customer?

Is your entire organization designed to revolve around the customer or only your Sales and Customer Care have to think about them and rest of the organization is trying to beat the customer orientation by an accountant mind set.

These are just the basic questions you need to ask yourself if you want to survive and profit from business. As Peter Drucker said almost 50 years back, Customer is Business.

Decide whether you want run a business or run out of it by forgetting the customer.

R.G. Srinivasan is a Certified Trainer, Writer and Author with more than two decades of managerial experience. He writes a regular blog on management thoughts which you may check out at http://management-thoughts.blogspot.com for interesting articles on management, managerial resources, strategies and experiences.

limousine chicago service
In The News:

Turning Customer Mistakes Into Raving Fans

When you make a mistake with a customer, should you... Read More

The death of customer servie

The other day a reporter call to interview me on... Read More

What Every Employee Should Know About How to Prevent Customer Service Conflicts

There are five techniques that have been proven to be... Read More

Are You Satisfying Your Customers?

The latest report from the American Customer Satisfaction Index (Michigan... Read More

CRM For Beginners ? Customer Relationship Management Basics

In order to maintain a successful business, the business must... Read More

Develop Loyal Customers for a Lifetime ? part 2 (11 ? 20)

Traditional marketing strategies encourage business owners to continually grow their... Read More

Handling Difficult Customers - 8 Strategies

In any business our customers are one of our most... Read More

Doesnt Anybody Work Here? Nametags Impact Employee Communication

Walmart was the first business to require all its employees... Read More

How to Provide Instant Customer Service

Customer service is an essential component of any business. Clearly,... Read More

Five Ways To Wow Your Client

Running a business is about providing goods and services to... Read More

Adjustment DENIED

It's just a simple thing ? I bought a new... Read More

What Exactly is Customer Relationship Management?

The defintion of Customer Relationship Management (CRM) that I favor... Read More

Passing the After-Sales Test

Some time ago a major UK food retailer decided to... Read More

Whatever Happened To Customer Service?

Do you remember the last time you went into a... Read More

Dealing with People - Words to Avoid

You probably realise how the wrong tone of voice and... Read More

Committed To Your Customer? Prove It When They Complain!

Businesses like to brag in their advertising about quality of... Read More

Call Center Services - An Ever Increasing Demand

Are your company's call center services all that they could... Read More

Loyalty Programs May Keep Customers Coming Back ? But First You?ve Got to Earn their Trust

Remember trading stamps? If you're over 40, chances are you... Read More

The Added Value - Is YOU!

If there was a restaurant in your town that was... Read More

Dont Eliminate The Middle Man - Add One

Today, there are situations when we actually add a "middle... Read More

Client Service as a Competitive Advantage

As someone who has been heavily involved facilitating strategic planning... Read More

Revealed ? A Simple Formula For Success! Exceeding Expectations

Delight = Customer Expectation plus 1. This was the simple... Read More

Dealing with Disgruntled Customers

No matter how hard you try, in business you simply... Read More

Quality vs. Quantity

There is a battle in Call Centers. The teams are... Read More

Customer Service, Italian Style

Nowadays, we complain nearly all of the time about how... Read More

led lighting wholesalers led lighting wholesalers Pete's produce ..