2004 Q1 New Years Checklist
What procedures can your company implement that will increase the likelihood that your customers will continue to buy from you? It’s been our observation that those companies that have developed strong relationships with their customers generally follow several key steps. The payoff is a high degree of customer loyalty including high recommendation rates and a return on sales that typically resides in the upper quartile of businesses in their respective industry.
1. Engage the entire organization in implementing the business plan.
Have each department manager review the business plan and identify three to five department goals that support the overall goals of the company. This will ensure that department goals are aligned with company goals. Once identified, then meet on a monthly basis to review and monitor progress toward the completion of goals. The experiences of other companies strongly indicate that implementation and monitoring of the business plan is the most critical part of the planning process. Be aware that planning is a continuous process, not an event.
2. Search out what your customers really think about your products and services.
Spend some time with them, either by visiting them or having them tour your facility. If that is too time consuming or impractical because of logistical reasons, then consider conducting a survey to determine their level of satisfaction with your products or services. Include in your survey what your customers’ value most about your products or services. Focus improvements in those areas considered most valuable to your customers. Customer value management and customer loyalty cannot be separated..
3. Improve communications throughout the organization.
In 9 out of 10 organizations, communications receives the lowest marks during employee surveys. Communications can be improved drastically if each employee takes ownership in becoming more effective listeners and remembers that communications is a two-way street. Furthermore, some communications are more effective if the key elements are reduced to writing so that misunderstandings about what was said can be minimized and/or avoided.
4. Enhance quality and productivity in your organization by identifying processes that can be streamlined.
Begin by identifying one system for review. Once identified, look at all the processes within that system and search out ways to improve the processes. At all times ask the question, “How does this process enhance the value to the customer?” If it doesn’t add value by reducing costs, shortening delivery times, etc., then take a serious look at eliminating the process. By eliminating “red tape” and creating a hassle free environment, both employees and customers will appreciate the results.
By following these suggestions your company can achieve greater success in 2004. The key is focus, i.e. everyone understanding what needs to be accomplished AND how they plan to accomplish it.