The evaluation should seek to the critical examination of the perception of the customers on the products offered. Fourth, when the leadership has identified what the customers like, they can give incentives such as rebates; and sales offer to reach out to their base more. The final technique of building a customer focus is by making communication and copy of the business in a tone and outlook that reflects that of the customers. A customer-focused innovation company should ensure that it develops, makes, and avails new products or services in a manner that commensurate with the customers’ need at a much faster pace. In fact, the pace ought to exceed the competition. Customer service is another facet of customer focus. A company’s most important asset is its customers. Customers are the bosses hence the need to pay attention to their need analysis. They can only be satisfied if the services or products offered through awareness of their need analysis. As the attention is paid to the customer then providing services through follow up and ensuring that customers make benefit is innovation process in action. These are vital techniques that are not highlighted in Fred’s assertions through the speech. When companies know their customers they anticipate into providing solutions. Regular communication creates awareness of problems and as well as future needs. The use of the analogy of iPod in the illustration of customer service as a weak link to innovation demonstrates that when products have limitations then finding better solutions to these limitations is prudent in maintaining customers’ loyalty. Customer Focus as a Prescription for Driving Innovatio.
Susan, A., (2015). Ten Commandments of Great Customer Service. Retrieved on 25th Feb 2015 from: http://marketing.about.com/od/relationshipmarketing/a/crmtopten.htm
Ray, M . R., & Laura, M. E. (2007). Thats customer focus: The overworked and under-appreciated managers guide to creating a customer-focused organization. Toronto, ON: Training Bank.
Edward,G., (2011). Enginees of Innovation. Scientific American. 53-55.
Fred, H., (2006). Customer Focus-a Prescription for Innovatio.llb1-assigned document-2015 pdf
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