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Customer Focused Design

By Paranthaman.M

8031020016

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Customer Focused Design

Goals of Customer Focus:

End goal of customer focused strategies is the same:

Boosting retention and repurchase =more sales!!!

CreatingBetter

Products orServices

Offeringabsorbing

customerexperience

Buildingdeeper

customerrelationships

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3%5%

9%

14%

69%

No reason

Other Suppliers

Competitors

Product Dissat.

Attitude of owner,manager or employee

Why Customer Sat. is important?

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. Highest Quality

. Greatest Quantity

. Largest Variety

. Consistent Professionalism

. Visually Appealing

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Customer Focused Design

1. Differentiates a product amongst competitors2. Enhances brand (from product functionality,

innovation, creativity and customer commitmentperspectives)3. Extends the life of mature products4. Builds loyalty and brand advocacy by

converting customers to raving fans5. Decreases long term marketing expenditure

Benefits:

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Customers are value maximizers

Choices and implications

VS.

Understanding customer

perceived value:

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Measure satisfaction:

Customer satisfaction as amarketing tool

Resolve customer complaints

Monitoring satisfaction

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AnnualCustomer

SatisfactionSurveys

Focus Groups(Formal/informal)

OnlineQuestionnaires

Phone orFax Surveys

FeedbackForms

OnlinePolls

CustomerService

FeedbackCRM

Software

Other

Surveys(Benchmarking,Employee, OrgAlignment)

Different forms of measurement

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One-to-one marketing

Identify prospects Differentiate

Interact with individualcustomers

Customize offers

Using customer relationship

management

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Interact with customers Develop loyalty programs

Personalize marketing

Building loyalty

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Mailing list Business database

Creating customer

databases

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Avoiding the Pitfalls

Listening to the wrong customers

Incorrectly identifying customer priorities

Failing to consider strategic objectives

Failing to align organisation around execution

Failing to get paid by customers for new

value Losing momentumcampaign mentality

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10 Golden Rules1. Believe customers

possess good ideas

2. Gather customer feedback

at every opportunity

3. Focus on continualimprovement start withtop 10 issues bugging

your customers4. Solicit good and bad

feedback

5. Seek real time feedback

6. Dont spend vast sums ofmoney

7. Make it easy for customers

to provide feedback

8. Leverage technology toaid efforts

9. Share feedback

throughout the company10. Use feedback to make

quick changes

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Conclusion:

Attract and retain

loyal and satisfied customers

by giving them VALUE and

QUALITY CHOICES and

building RELATIONSHIPS.

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THANK YOU!

Customer Focused Design