In April 2017, a 69-year-old doctor, David Dao, was forcibly removed from a United flight at Chicago’s O’Hare International Airport because the flight was overbooked. The man was dragged up the aisle of the United airplane by an airport security officer after he refused to get off the plane. It was a video that very few people will forget.
But can people forgive United? Many customers have moved on and are once again focused on other issues like price and convenience, but a new survey found that some have yet to put the issue to rest. Consumer perception of United is still far below what it was this time last year.
This issue highlights that any organization needs to take care of the internal as well as external customers. Customer centricity should be the focus of any organization. They should work towards building it. What a customer expects today is that organizations should walk an extra mile to give that wow. Team Faber has worked with one of the largest engineering company in India to deliver an extremely successful customer centricity improvement program and the results have been extremely good.
Team Faber has been helping organizations in doing business with the customers in such a way that it provides a positive customer experience before as well as after the sale to drive repetitive business, profits and loyalty. Organizations need to go that extra mile and work towards providing more than the goods or service.
While working on the customer strategy, organizations should focus on customer happiness and satisfaction. This is what we call customer delight. It is the most important aspect of any business. Customer needs to be treated like a kid. We should continuously keep that enthusiasm in the minds of the customers. Organizations should provide the customer with quality along with variety and engagement. A satisfied customer will stick longer with an organization.
Like kids customers too have certain demands and it is the responsibility of the organization to fulfill them. It is also the organization’s responsibility to keep the customers excited and on the edge with varieties and different engaging plans and strategies. Customer both internal, as well as external, should be treated as a kid.
Written & Compiled By Faber Mayuri