Izifundo ezi-3 ezivela ezinkampanini ze-Customer-Centric Companies

Izifundo Ezivela Ezinkampanini Zamakhasimende Eziyizinkulungwane

Ukuqoqa impendulo yamakhasimende yisinyathelo sokuqala esisobala ekunikezeni okuhlangenwe nakho okuhle kwamakhasimende. Kepha kuyisinyathelo sokuqala kuphela. Akukho okufezwayo ngaphandle kokuthi leyo mpendulo iqhuba isenzo esithile. Imvamisa izimpendulo ziyaqoqwa, zihlanganiswe kwisizindalwazi sezimpendulo, zihlaziywa ngokuhamba kwesikhathi, kwenziwa imibiko, futhi ekugcineni kwenziwa isincomo esincoma ushintsho.

Ngaleso sikhathi amakhasimende ahlinzeka ngempendulo anqume ukuthi akukho okwenziwayo ngokufaka kwawo futhi kungenzeka ukuthi adlulele komunye umthengisi. Izinhlangano ezigxile kakhulu kumakhasimende ziyabona ukuthi amakhasimende angabantu ngabodwa futhi awanasifiso sokuphathwa njengengxenye yokuhlanganiswa okuhlanganisiwe. Amakhasimende adinga ukubukwa njengabantu ngabanye, hhayi izinombolo. Kwezinye izinkampani, lokho kuyinto ebaluleke kakhulu, njengoba kufakazelwe uhlu lonyaka lweForbes lwe- Izinkampani Eziningi Zamakhasimende. izinkampani. 

Izinkampani ezibhekelele amakhasimende zigxile kwelaser kumakhasimende abo. Esikhundleni sokuqhutshwa ngabaninimasheya noma imali engenayo, lezi zinkampani zibeka amakhasimende maphakathi nesinqumo ngasinye asenzayo. Zigxile kumakhasimende kunokugxila kumkhiqizo. Lokho kukhulu kubonakala ekusebenzeni okuhle nasekuhlangenwe nakho okuhlangene kwamakhasimende.

UBlake Morgan, Umnikeli Omkhulu WeForbes

Ekucabangeni ukuthi yini eyenza lezi zinkampani ziphumelele kangaka ekubeni ngamakhasimende, izindlela ezimbalwa ziyacaca. Ukubheka la maphethini kungasiza ekusizeni ezinye izinkampani ukuqinisa ubudlelwane bazo bamakhasimende.

Isifundo 1: Thola Abasebenzi Bangene

Inkampani yezinsizakalo zezezimali i-USAA, engu- # 2 ohlwini lweForbes lowe-2019, ikhuthaza abasebenzi ukuthi bafunde ngamakhasimende ukuze bakwazi ukunikela ngezeluleko ezingcono kakhulu nezincomo zomkhiqizo. Ikhokhelwe ngoba i-USAA I-Net Promoter Score (NPS) iphindwe kane isilinganiso semali yasebhange. I-USAA isiza abasebenzi baqonde imibono yamakhasimende, ngokusho kwendatshana I-USAA Yibhaka Amakhasimende Okuhlangenwe Nakho Kokusungulwa Kwamasiko Enkampani Yayo. Lolu sizo lubandakanya:

  • Ukunikeza ilebhu yokufinyeleleka, lapho abasebenzi bangacabanga ukuthi izinsizakalo zingadinga ukulungiswa kanjani kubantu abakhubazekile. Thatha ukuskena kokuhlola, ngokwesibonelo. Kwilebhu yokufinyeleleka, abasebenzi base-USAA bathuthukise ubuchwepheshe bokubamba okukude ngezwi ukuze abantu abangaboni kahle bezwe ukuthi yini ekulesheke njengoba ifoni yabo iskena.
  • Ukuqeqesha abasebenzi ngesikhathi begibela empilweni yezempi kwazise amakhasimende e-USAA angamalungu ezempi nemindeni yawo. Lokhu kuqeqeshwa kufaka phakathi ukulungisa nokudla ama-MREs (izidlo, okulungele ukudliwa) nokubhola okulula nge-sergeant yomhlalaphansi. Iphepha labasebenzi linikeza izibuyekezo ngempilo yezempi.

Abasebenzi bayakwazi nokwabelana ngemibono yabo yokuthi bangathuthukisa kanjani ulwazi lwamakhasimende. Njalo ngonyaka, abasebenzi bahambisa imibono engaba ngu-10,000 897; Imibono engu-2017 efakiwe ithole amalungelo obunikazi ase-US, ngokusho kwendatshana ephathelene namasiko amakhasimende ase-USAA. Ngesikhathi seSiphepho uHarvey ngo-XNUMX, ukwesekwa kwenkampani ekusungulweni kwabasebenzi kwaholela ekwakhiweni kwengosi eku-inthanethi enezithombe zangaphambi nangemuva zasemoyeni ukuze amalungu e-USAA abheke umonakalo emakhaya abo ngaphambi kokuthi bawubone mathupha.

Ukwamukela ngokweqiniso ukugxilwa kwamakhasimende, i-CEO, abaphathi abaphezulu, neqembu lezokumaketha kumele bavume ukugxila ekuthuthukiseni isipiliyoni samakhasimende. Umphathi Omkhulu Wezokumaketha nabanye abaphathi abaphezulu bangakhuthaza abanye enhlanganweni ngokusungula ubuningi bamakhasimende njengenqubo evamile nokwakha izinhlelo zabasebenzi zokuyeseka.
Ngaphezu kwalokho, ngincoma ukukhetha isisebenzi esingasebenza njengompetha wamakhasimende wenkampani yakho. Lo muntu akudingeki ukuthi abe yisikhulu esiphezulu kodwa kumele abe ngumuntu onamandla okuthonya abanye futhi abenze baphendule. Futhi kufanele balangazelele ukusebenza njengompetha wobukhulu bamakhasimende futhi bazibophezele ekusekeleni imigomo yesevisi yenkampani yamakhasimende. 

Isifundo 2: Yenza kube ngokwakho iKhasimende

Ngo-2019, uHilton wathola i- Inkomba yokwaneliseka kwamakhasimende yaseMelika (ACSI) amaphuzu angama-80, okwakungamaphuzu aphakeme kakhulu futhi elilodwa labiwa elinye ihhotela elilodwa nje kuphela. Ngenkathi amaphuzu amnandi, uHilton ukhetha ukuphatha amakhasimende njengabantu ngabanye hhayi njengenombolo ehlanganisiwe. 

Isibonelo esisodwa salokhu Igumbi elixhunyiwe le-Hilton, elenza amalungu e-Hilton Honours asakaze ukuzijabulisa kwawo okuthandayo, asethe okuncamelayo kweziteshi ze-TV kanye namazinga okushisa ekamelweni, futhi alawule i-TV, amalambu, kanye ne-thermostat ngohlelo abalulanda kuselula yabo, ngokwencwajana ekwi-Hilton Connected Room. 

Izivakashi zinezilawuli ezifanayo ezinazo ekhaya, futhi zenzela isipiliyoni esingenamthungo. Lokhu kusinikeza inzuzo enkulu kunabancintisana nabo emakethe.

Umphathi Jikelele weCanopy kaHilton

Ukwenza ngezifiso insizakalo yamakhasimende kudinga ukuqonda okuqinile kwezidingo nezidingo zamakhasimende ngazinye. Indlela enhle yokufaka ikhasimende ekucabangeni kwansuku zonke ukuqala ukuthengisa imihlangano nekhasimende phezulu ku-ajenda. Abasebenzi bangakwenza lokhu ngoku:

  • Ukwabelana abakufundile engxoxweni yakamuva nekhasimende
  • Ukuba nomuntu okhuluma nokuthengisa noma ukusekelwa ukuze wabelane okuthile okusha abakufundile mayelana nekhasimende
  • Ukuboleka indlela ye-Amazon yokubuza le mibuzo ngemibono emisha: Obani amakhasimende athintwe yilo mbono? Kungani lo mbono ungabajabulisa? Ukubuyekeza imethrikhi entsha noma ebuyekeziwe kumakhasimende, njenge-NPS 

Isifundo 3: Thatha Isinyathelo Ngempendulo Yekhasimende

kosuku, ukuphathwa kwezezimali kanye nomthengisi wesoftware yokuphathwa kwezimali zabantu, unamaphuzu angama-98% okwaneliseka kwamakhasimende futhi akubonisa ukuthi uhlelo lwayo lwempumelelo lwamakhasimende ayilungeli ubudlelwano 'obumaphakathi', ngokusho kweposi le-Workday blog Ukuphumelela KweKhasimende Kusho Isilinganiso Akukaze Kuhle Okuanele. Le nkampani ikhuthaza amakhasimende ukuthi asize ukuthonya ukuthuthukiswa komkhiqizo ngokuba ngumamukeli wokuqala noma avivinye ukukhishwa okusha ngaphambi kokuthi kutholakale kabanzi. 

Sikholelwa ukuthi amakhasimende aneliseka ngokwengeziwe lapho enganikela khona, futhi sisebenza kangcono lapho sikwazi ukuletha izici ezintsha, ukulungiswa, namakhono ngokususelwa empendulweni yakho.

Isikhulu Samakhasimende Esikhulu u-Emily McEvilly

Ngenkathi impendulo yamakhasimende yakamuva iyisihloko esihle semihlangano, lokho akufanele kube okokuqala impendulo ixoxwa. I-oda elifanele ukuphendula okokuqala enkingeni yekhasimende ngokuyinikeza umsebenzi ukuthi ayixazulule - kungakapheli amahora angama-24 uma kungenzeka - bese wabelana ngempendulo kuwo wonke umuntu osenhlanganweni. Impendulo yekhasimende kufanele ibe sobala futhi ifinyeleleke. Zombili izindaba ezimnandi nezimbi kufanele kwabelwane ngazo ngokukhululeka.

Ngemuva kokusingatha le nkinga, kufanele uhlaziye impendulo ukuze ubone ukuthi yavela kanjani futhi uxoxe ngokuthi ungazivikela kanjani izingqinamba ezifanayo ukuthi zenzeke ngokuzayo. Lokhu kuzoholela ekuqondeni okunothile kwamakhasimende akho futhi kukhiqize ukwethenjwa okuningi okuvela kumakhasimende.

Thatha Izinyathelo Zokuya Kwikhasimende-Centricity

Ukuba yinhlangano egxile kumakhasimende kudinga ukufaka wonke umuntu ebhodini kusuka phezulu kuya phansi, kwakheke okuhlangenwe nakho kwamakhasimende okwenzelwe wena, nokuqoqa nokuphendula impendulo yamakhasimende. Landela isibonelo esisethwe yilezi zinkampani ezigxile kumakhasimende kanye nethimba lakho lokumaketha nenhlangano kuzosondela eduze kwamakhasimende akho futhi kwandise amathuba okuthola nokugcina amaningi awo. 

Vakashela i-Alchemer Ngeminye Imininingwane

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