customer is the king essay

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Customer Is King – Make The King Happy

Although there are lot of companies which uses customer service as a tool to rectify the customer complaints, they overlook the things which are essential to make customers happy. In today’s marketing world where customer is the reason any business survives, it is really very critical to satisfy customers’ needs.

Customers today want the very most and the best for the every cent spent, and on the best conditions. Only the individuals and companies that provide extremely exceptional products and services at reasonable prices last. This article explains the practices which can be exercised to please the customer. Also the article explains the difference of types of customers

Introduction

Those were the days when Ford used to sell the cars in black colour only quoting “any colour you wanted providing it was black”. Today, the whole idea of selling a car in one colour seems absurd. There are millions types of cars available in thousand different colours and still customers are unsatisfied.  What has changed is the fact that where as in market, today the situation is reversed and now the customer is king. That is what today’s customer is.  Customers are now able to tell you – what they like or dislike about your product, marketing system, business and brand. This is where the substantial change has happened. What has led this change in the customer’s behaviour?

What led customer to be a king?

Why a cloth selling company will take the automotive parts back from the customer? Well that is why ‘Nordstrom’ famous for. It is story when a customer returned automotive part to Nordstrom stating that it was bought from Nordstrom and Nordstrom accepted it back. According to Nordstrom, the clerk accepted the tier back because that is what customer wanted. The whole story explains the importance of customer in today’s market and the extent companies are luring them.

There is no disbelief that today’s consumers are at a far better position than that of past as consumers with more safety, security and choices towards product as the products are made as per their convenience, needs and desires. Lately the markets have been transformed from “sellers market" to “buyers market" where the choice exercised by the consumer will be influenced by the level of consumer awareness achieved. When it comes to customer preferences, it is not a matter of right, wrong or what might ultimately be acceptable. It’s simply a matter of what the customer wants to buy.

Meeting some of a customer’s demands may be expensive. But then, consumers are the one who is paying for the product.  Today the firms do not leave any stone unturned to attract the consumer and gain a significant market share.  The companies have started differentiating their own products with the consumers’ eyes. They promise of the value to be delivered and believe in customer value proposition. But what makes customer so important to business owners?

Why customer is important?

To any business, customer eccentricity is as important as product. Today the markets are guided by the desire of customers. There are companies like Southwest Airlines quotes that “We like to think of ourselves as a Customer Service company that happens to fly airplanes”. Customer eccentricity is extremely essential to a business, because without customers you will no longer have a business. It has been studied that customer are very prone to lose interest in the product with every new product launch.

It is known that process of acquiring new customer needs more money on advertising and marketing to make new people aware of your business and get them in the door to make a purchase than that of retaining the old customer. It helps to provide revenue and certainty for the business. If organizations do not develop customer loyalty and satisfaction, they could lose their customers. It is essential for the companies to create a friendly atmosphere for customers; greetings, smiles, and eye contact. What else should business owners consider to make the king happy? Is just a customer service or effective customer service required?

How to please the king?

Who wants to lose? Nobody – that’s why a win-win resolution is so important. Studies have shown that keeping customer happy has always given positive results to company. In any service industry, it is very often when the customer gets cranky and comes back frowning.  Turning that cranky customer into your number one cheerleader is not a big deal. Making little changes to service style can make big differences to your customers.  Here are some tips to go from okay customer service to great customer service.

Ask, listen and communicate - Always provide customer what is expected. Have proper communication which keeps customer calm. Also it is very important to listen to customers need.  A good listener is always a good seller. By listening to customers you can best determine exactly what they are looking for and help them determine the best product for their needs.

Stick to promises made - It is always important to play the sales game without misleading the customer about products, pricing, delivery etc. Stick to promises you made to customer. Reliability is an important part of any good relationship. Broken trust definitely hurts business in a long way. This rule applies to all aspects of your business including appointments, deadlines, etc. Also As a seller, it is equally important that a customer buys into us before he or she buys a product.

Treat customers kindly - It is the human tendency to get pampered which implies to customers too. Always give customer something more than expected. They want to feel like valued customers whose time and opinion matter.

Be Innovative - Customer is a hungry species and keep looking for new things in the market. Bit of innovation definitely helps to attract new customer. It also helps retaining the old customers as well which is utterly critical to any business in the competitive market.

Create personal relations – Studies have shown that a well planned public relations campaign is often far more effective than advertising. Public relations will customer helps seller to build goodwill among customers and community. It alleviates the brand popularity and creates good perceptions regarding your company and services. There are many other ways such as appreciating the alliance, loyalty programs or reward points which enhance the confidence of customers.

Be passionate about customer experience - It is very important for a seller to identify the reason he is in business. It is none other than the customer who demands us to be in the business. We as business owners should be focus to provide a good customer service to our customers.

Believe in your product - Selling is only a transfer of belief. It’s simply helping others believe the same way you believe about a product or service. Also it is always easy to get other people in something in which you believe too. Hence it is very important for a seller to believe in his product before convincing buyers to buy that same product.

Smile - Who else can understand the power of smile more than a sales person. A man without a smiling face must not open a shop. Smile speaks that you are positive about the interaction with the customer.  It helps you to gain the confidence of the customer and gives an ease of access to customer.

Power of 5 W’s – As said by Donald Porter - Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.  It is very important for sellers to understand the problem of the customer. It is one of the most influential ways to calm a furious customer is to show you really do comprehend their dilemma. To ensure the clarity of the problems, you need to ask questions which explain power of 5 W’s which are: Who? What? Where? When? Why? The Ws help us to solve the problem efficiently and quickly.

Resolve disagreements - “Do it with a LAUGH”.  Customer complaints are the tests which teach us to learn hard and fast. Five A’s are definitely a best approach to solve any dispute with customer without any further pending grudges which may not be in favour of you. Use Acknowledge, Apologize, Accept Responsibility, Adjust the solution and assure that customer that problem will be solved.

Remember the golden rule- Put yourself in the position of the customer, and treat them as you would like to be treated as a customer by the business owners. Would you be like to suffer as a customer? Definitely Not.  But there are times when customer can have unreasonable demands or tries to exploit the services given where business owner should identify the right customer. How to identify the right customer and when the customer can be wrong?

Is the customer really always right?

In my opinion, most of the customers are right but there is always going to be a customer that just cannot be pleased. These customers are from one those people, who are nit-pickers, whiners and belongs to “the know it all” crowd. These customers can never be pleased even after offering free services.

Take an example of US number one Southwest Airlines. Few years back, Southwest Airlines employees asked an obese passenger to pay for two seats. The passenger later sued the company. After couple of court hearing, the southwest airlines won the case. This was a clear case of a customer who was wrong. To any airlines, all the passengers are its liability including the one who sat next to obese person. Business owners are responsible to serve each of their customers equally.

There are several reasons why customers can become irrational or difficult to deal with.  As Jeff Bezos has said that “If you make customers unhappy in the real world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000 friends”. In the era of marketing where customers are sanctioned with the power of digital and social media to overtly blow up their dissatisfaction. And as a result of that, we hustle to carry out their unethical demands. By this, we build a different cohort of customers who actually adhere to us even when they are wrong and we are right.

Who is the ‘Right’ customer?

Do we know who our right customer is? It is really tricky to differentiate between the right customer and the wrong customer is not right. Studies have suggested few parameters which help to understand the difference of right and wrong customers. Below are the parameters which can used to assess the customer:

Discount seekers – if the customer only looks forward for discount ignoring the kind of service offered, he is definitely from one of those greedy customers which can never be loyal to company and will switch to different products as soon as  finds a cheaper one. Business owners need to tackle this type of customers with not depending much upon them.

Win-Win attitude – It is very critical for the business sellers that customers respect their service and brand. A wrong customer always looks forward to have an advantage over the service provided by owners. A wrong customer will always make bad reviews about company where as a right customer appreciates the service offered to him/her and believes in win-win situation.

Other than above, the “right” customer does not take pleasure in misusing the service provided to them and does not enjoy value he or she did not pay for.

An intelligent business owner identifies the right customer. It takes responsibility to make them feel like a king does. It acknowledges the “right” customers in a public way which retunes the expectations of all customers. Treating the “right” customers as kings let wrong customers realize the importance of being reasonable to their demands.

This article has been authored by Jitendra Shukla from S.P Jain College of Management Dubai/Singapore .

Image: FreeDigitalPhotos.net

Views expressed in the article are personal. The articles are for educational & academic purpose only, and have been uploaded by the MBA Skool Team.

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Customer Is the King - Essay Example

• Subject: Marketing
• Type: Essay
• Level: Undergraduate
• Pages: 7 (1750 words)
• Downloads: 0
• Author: pauline18

Extract of sample "Customer Is the King"

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The Customer is King, and Customer Service Culture is his Queen

October 08, 2013 •

5 min reading

The business environment has become a global village; traveling is easy and cheap, sharing of information happens instantly and is accessible by everybody, a new product in the US is on the market in Asia within days and vice versa, systems and procedures all look the same and innovation has become a necessity.

The ubiquity of technology and the replicability of products means that service has become THE key differentiator for companies in the secondary and tertiary sector. This is a trend that has been going on for years but is getting increasingly important with the rise of the commoditization of technology and digitalization. New business models come into play allowing disruptors to conquer more and more market share. Traditional companies and industries have to reposition themselves, coming to the inevitable conclusion that service excellence will help them achieve this.

Customer journey, touchpoints, emotion, experience, and storytelling have all become buzzwords. These are “just” other procedures to be defined and put in place but are they really understood and supported by the organization or is it just a fad, a must have, implemented because one has to? Who stands behind it and defends it when the value of service is being challenged?

Hundreds of companies outside the hospitality sector have been analyzed by EHL in the past years. The main finding related to service is that the notion of service is often represented as a function or a task, which happens between two people; the front-end staff and the customer. Although some companies mention "service excellence" as one of their values, they tend to solely focus on service delivery and rarely approach it as a way to reframe their business's culture, resulting in the loss of many underlying elements of good service that transcend simple procedures.

Before Service Excellence: The need for a Service Culture

What a company really needs is a SERVICE CULTURE, which will be oriented towards the end customer in everything it does and at any level…ALWAYS! All employees – including the management and the board – defend small daily gestures, words, attitudes, interactions, which make-up a service driven company. Because service is often intangible and cannot be measured, excuses are found not to fight for it. Only a service culture can act against these odds and make sure that a solid web is created in the minds of the people in order to make the right move, use the right words and expressions, and act in the right way, whatever happens. Any small action can have extremely important consequences for the employee, the team and ultimately the company.

Although service excellence is a soft target, not a number, not an easily quantifiable performance and is often perceived as common sense, there has been extensive research conducted on customer perception and expectations. Such research has helped highlight how truly important service can be for commercial success.

Before introducing a new IVR (interactive voice response) solution for your customer service, consider the fact that a staggering 98% of people only interact with it to try and skip it and get to an actual human agent. Before trying to save some money by not going the extra mile, remember that 92% of people will switch to another company after 3 (or fewer) disappointing experiences. [1]

And when the realization is made that achieving the highest levels of personalized service may delay delivery, that’s also ok. It turns out about two thirds of customers prefer personalization over speed. So how do we get there?

Achieving a service culture

Any shift in culture needs to come from the top, perhaps by being defined as a new strategic objective and become a company value. It needs to become a key component of recruitment and the HR cycle, and become one of the branding attributes of the company.

Measuring success in the culture shift will require the notion of KPIs to be redefined and measured beyond hard facts to include more subjective, qualitative elements such as attitude and mind-set. This is an ongoing, iterative process for which an open feedback culture must be implemented.

Being open to criticism is already a predetermining indicator to an employee’s willingness to embrace a Service Culture. One might develop mixed teams of internal ambassadors (those with the highest buy-in) and outside challengers to stimulate debate and improvement.

Finally, it will require constant effort, perseverance and patience, as shifting a culture is one of the most challenging aspects of management (hence, the importance of a good recruitment strategy).

Great service means more work, yes.

But it actually pays for itself, as a 2018 Gladly customer service expectation survey has shown, 68% of customers would pay more if a company had great service.

A service driven-company will not only be able to reposition itself on the market, and improve its reputation, it will also have healthy and natural people interactions, a constructive and positive overall mind-set, challenging the status quo and generating new ideas for the business. There is an entire cascade of positive, interconnected repercussions.

EHL Advisory Services developed our Corporate Book of Hospitality, which defines standards of customer service and full HR cycle to be implemented in all 165 Affidea medical centres. The aim of the project is to emphasize our brand values of professional trust and human empathy and make us stand out on the healthcare market. - Dimitris Moulavasilis, CEO, Affidea Netherlands

When colleagues feel confident enough to provide feedback to each other, understand their role, at any level, towards the improvement of the customer experience, then they will also constantly evaluate the quality of the work they deliver. Improvements will be requested and constructive criticism should be encouraged. The company’s resilience towards external changes will be improved, since constant improvement requires constant questioning of how things could be done better, and will therefore generate the necessity to dynamically observe the market and look for innovation.

The bottom line is this: a well anchored service culture will allow a company create value, generate profits, grow organically and acquire the capacity to fend off the competition.

Customer-centricity is at the heart of hospitality and always has been. Other industries are only just recently incorporating such principles, and they should look at transferring best practices from the hospitality industry. Companies in sectors such as retail, finance or luxury stand to gain enormously if they manage to differentiate themselves through a genuine service culture. Both on the delivery of their promise, and talent retention.

Creating a unique customer experience will allow brands not only to win the game, but it will allow them to change the rules of the game altogether, just as Apple did when it launched its now much-copied Apple Stores.

Discover THE Service Excellence Guide: from Service Design to Service Recovery

[1] 2018 Customer Service Expectations Survey, Gladly.

Director at EHL Advisory Services

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The phrases ‘the customer is king’ or ‘the customer is always right’ are often used in commerce to describe the relationship between businesses and their customers

IELTS essay The phrases ‘the customer is king’ or ‘the customer is always right’ are often used in commerce to describe the relationship between businesses and their customers

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Customer Is Still King and Queen of Banking Innovation

In a world where change is constant, digitization has become one of life’s certainties. This advancement is coming to even traditionally staid sectors like financial services and banking, spurring profound transformations.

That’s because the story of banking is not just about money, transactions and deposits; it’s about the evolution of an industry that sits at the heart of our daily lives, influencing economic growth, societal dynamics and individual financial wellness.

“Banks still play the role they’ve always played, but as we become digital, as we become mobile and as the banks become branchless, the relationship becomes centered in the technology and the capabilities — not always the individuals, the bankers that knew you,”  Shaunt Sarkissian , founder and CEO of  AI-ID , told PYMNTS for the “What’s Next in Payments Series: What Is a Bank — the Changing Landscape of Banking and Financial Services.”

Traditionally, banks have been characterized by their physical presence, with brick-and-mortar branches dotting the landscape.

Sarkissian said that while the nature of banking interactions has changed, the fundamental trust that customers place in their banks remains the same.

However, the advent of technology has sparked a seismic shift in the banking industry. Internet banking emerged as an early sign of change, allowing customers to manage their finances online, reducing the need for physical branch visits. This digital migration has only accelerated with the proliferation of mobile banking platforms and apps, enabling anywhere, anytime banking — from checking balances to making payments with just a few taps on a screen.

“It used to be that mobile was viewed as one of many form factors, and people would primarily access their banking services via the web … but mobile has become the de facto bank interface for the vast majority of consumers and businesses,” Sarkissian said. 

“How banks are learning to adapt in a mobile world and also lean into the benefits of mobile for security and authentication has changed quite a bit,” he added. 

Catalyst for Banking Innovation

When asked about the expectations consumers have for in-person branch interactions, Sarkissian noted that while some activities, like opening new accounts, still often occur in-person, the nature of these interactions has changed. He pointed out the frequent turnover of bank personnel and the shift toward a relationship with the entity, rather than the individual.

“It’s not as if branches I think will ever truly go away. They’ll just change the nature of the role of what they do,” Sarkissian said. 

The banking industry’s evolution reflects broader shifts in technology, society and consumer expectations.

“There’s a great saying: Show me the incentive and I’ll show you the result,” Sarkissian said, explaining that with consumers increasingly demanding seamless and intuitive experiences, the importance of rewards and personalization within the context of financial relationships is becoming paramount. 

He cautioned against overlooking consumer incentives, citing the failures of past online banking and eCommerce initiatives from the early aughts that failed to resonate with customers, and noted, as it relates to modern advances like pay-by-bank, that, “unless financial institutions do pay-by-bank with an interchange model that can fund a reward system, you may not see a tremendous amount of consumer adoption for that option.”

As the line between banking and technology continues to blur, the future promises even more innovation and change, and Sarkissian emphasized the need for banks to remain front and center in the minds of consumers. 

“Try to not get too far upfield to what that customer does. Otherwise, you’ll become irrelevant and look like you’re trying too hard,” he said. 

The Next Era of Banking

Crucially, the ongoing digital transformation of banking has not only enhanced convenience but also democratized access to financial services, reaching underserved or unbanked populations who previously lacked access to traditional banking infrastructure.

FinTechs, leveraging technologies such as artificial intelligence (AI) and big data analytics, have introduced products and services that challenge traditional banking models.

Regarding the state of FinTech collaborations and the future of open banking, Sarkissian emphasized the need for FinTech companies to prioritize regulatory compliance and urged caution in choosing banking partners. Drawing an analogy to dating, he emphasized the importance of finding stable and compatible partners in the banking ecosystem.

As the industry continues to undergo rapid transformation, one thing remains clear: adaptability and innovation will be the keys to success in the digital age of banking — as long as they are centered on customer needs and incentivize customer behaviors. 

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“Customer is the King”

by Dan | Oct 10, 2019 | Main

Quality s Evaluation Assessment Attach the link to the student https://volom.com/5-reasons-why-the-customer-is-king/ In his article “ 5 Reasons Why the Customer is King” , Rosenbrook demonstrated that many reasons could justify why we should believe in “the customer is king” perspective especially when it comes to marketing and continuous improvements plans. Read the article from link provided, understand the author s point of view, and place yourself at the king customer standpoint by choose one product or service that are existed in the Saudi market, using the blackboard explain the below aspects: 1- Choose one product or service you are using frequently and you think it needs more improvements to match your expectations ( 1 point ) (Identify of product or service name, its company, brief summary about its features, target customers, its price compare to others)

2- Using your personal judgment and educational background as business major student, evaluate the chosen product or service. ( 1 point ) Describe no less than three high quality specifications in your product or service, and no less than three drawbacks that need to be improved.

3- Assuming that you are meeting with the quality manager responsible for the product or service chosen, suggest at least three plans that can enrich the quality level. ( 2 points) Suggest action plans that clearly explain what are the changes, who is responsible for undertaking the improvements, how these changes can benefit you as a customer.

4- What could be the most effective organizational structure (Hierarchical, matrix, cross-functional, product or process based structure) that can be used to achieve your plans and why. ( 1 point)

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• Filters Out Harmful Light - View eclipses safely with our paper glasses. Our solar viewers use solar safe filter technology, which helps shield your eyes from IR, UV, and 99.9999% of visible light.
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Customer Review: They don't work, you can't see the sun thru them!! Everyone go out and try yours before the eclipse.

Mark D. Weber

Product details

• Date First Available ‏ : ‎ March 20, 2024
• ASIN ‏ : ‎ B0CYNXP967
• #16 in Safety Goggles & Glasses

Customer reviews

Customer Reviews, including Product Star Ratings help customers to learn more about the product and decide whether it is the right product for them.

To calculate the overall star rating and percentage breakdown by star, we don’t use a simple average. Instead, our system considers things like how recent a review is and if the reviewer bought the item on Amazon. It also analyzed reviews to verify trustworthiness.

Customers say

Customers like the value, fit, darkness, quality and comfort of the sunglasses. For example, they mention that it's good for the price, fits over regular glasses and that the lenses are fairly large. That said, they're satisfied with safety. Opinions are mixed on performance.

AI-generated from the text of customer reviews

Customers like the quality of the sunglasses. They say they are well constructed, reliable, and sturdy. Some customers also mention that the frames are made of hard plastic, which is better than paper. Overall, customers are satisfied with the quality and price of the product.

"These glasses are well constructed and quite effective for safely looking at the sun - and were very reasonably priced." Read more

"nice and sturdy , fit over my glasses with out a problem. blocks out all light...." Read more

"...forward to using them for the next solar event, knowing that I have a reliable and reputable product for safeguarding my vision." Read more

"...They do seem to be not quite as sturdy as I had hoped, but for what will be a one-time use they are fine...." Read more

Customers like the fit of the sunglasses. They say that they fit over their glasses very well, and the lenses are fairly large.

"... They fit good , and I'm sure the frames will hold together, at least for the eclipse...." Read more

"nice and sturdy, fit over my glasses with out a problem . blocks out all light...." Read more

"...For this one, I wanted something a little sturdier. This fit well , work fine, and even fit over my normal glasses...." Read more

"These fit over our regular glasses and will not be necessary to hold in place like some of the paper ones. You cannot walk around with these on...." Read more

Customers like the darkness of the sunglasses. They say that they are very dark and block out all light.

"nice and sturdy, fit over my glasses with out a problem. blocks out all light ...." Read more

"Not as large as I expected but they seem to be dark . Hopefully, it won't be overcast on 8th and I'll be able to use them." Read more

"...I like that the fit over my glasses that I need for distance and are very dark and not flimsy." Read more

"...They're very dark , so if you look at anything other than the sun, you don't see anything at all...." Read more

Customers are satisfied with the safety of the sunglasses. They mention that they are a reliable and reputable product for safeguarding their vision. They appreciate the clear lenses and the sturdy construction. Overall, customers are happy with their purchase and recommend them to others.

"...The sturdy construction and clear lenses instill confidence that my eyes will be well-protected during a solar eclipse...." Read more

"...Other than that, fast shipping and I think the glasses will protect my eyes ." Read more

"...The biggest draw on this purchase was the safety guarantee and the certificate of proof provided." Read more

Customers appreciate the value of the sunglasses. They mention that it's good for the price, and not cheap.

"...and quite effective for safely looking at the sun - and were very reasonably priced ." Read more

" Good for the price . Better than the paper glasses." Read more

"These are decent glasses for the value " Read more

" Not cheap , but high quality..." Read more

Customers find the sunglasses comfortable to wear over their glasses. They say the sturdy frames are durable enough to watch the eclipse.

"... So much more comfortable And they are approved by the powers that be as safe for viewing the eclipse. Can't wait for that!" Read more

"...They are also more comfortable and stay on better." Read more

" Comfortable , light weight and good protection." Read more

"...fit easily over glasses, and that is correct - they're comfortable to wear over your glasses and don't feel like they're too tight...." Read more

Customers are mixed about the performance of the sunglasses. Some mention that they are perfect, functional, and a nice product, while others say that they were poorly made and useless.

"...have not used them yet for eclipse but feel confident that they will work very well " Read more

"...One pair in the order should have failed quality control long before I received it; one pair had two left earpieces...." Read more

"...This time I wanted something sturdier. These are perfect . They are not good for anything else, they are not regular dark mirrored sunglasses...." Read more

"...Until then, they are totally useless to me ." Read more

Customers are dissatisfied with the sun protection provided by the sunglasses. They mention that they can't see the sun even when looking straight at it. They also say that they let too much light in from the sides.

"Waiting to use for solar eclipse. But cannot see through at regular lights . Hopefully this will work" Read more

"...They are not good for anything else, they are not regular dark mirrored sunglasses . When you put them on everything looks completely black...." Read more

"...Given I cannot even see the Sun , which is the purpose behind my buying these glasses, I cannot recommend them to anyone except for maybe someone..." Read more

"...You cannot walk around with these on. You cannot see ." Read more

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