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Customer Loyalty achieved by Active Strategic Management

Jul 21, 2008
Businesses know that it is a important to create a culture where the customer feels they are receiving value and being valued. It is ultimately the customer that is supporting your business and their words and their feelings are what are going to keep your business successful. Leading your organization in a way that encourages customer orientation takes some strategic management.

First, make sure everyone understands the priorities. If there is confusion on what the real priority is there will be confusion on what should be happening. If customer value is truly important to your organization then communicate that to your teams of people. In meeting communicate this important topic, make sure your team leaders convey it every chance they get and remind all areas that this priority is first and foremost. Also reward individuals and teams that excel or make an extra effort for this priority.

As a leader in the organization you need to not only preach this priority every chance you get but live it always. Your organization and/or team is watching your actions, make an effort to make this priority visibly important. If customer service and value is important make sure the way you talk about your customers is respectful. You can't sit and degrade or complain about them in your planning meeting and then expect your staff to go out and treat them with the highest respect they can.

Feedback is vitally important in an organization. Give your staff immediate and factual feedback. They need and want to hear how they are performing. This feedback is another time to convey the importance of customer service. If they are doing a good job let them know, and you will find they try even harder. Don't just let they fact that you are 'allowing' them to keep their job be the only way you let them know they are doing well. People love hearing they are performing well and it inspires them to continue to perform well. Of course if they are struggling let them know and challenge them to do better.

When you strategically manage your staff so they see, hear and know that customer service is priority in your company you will see your business sore in that area. Making your priorities known in strategic and effective ways will inspire your staff to be the team you want and need the to be. Start today to make the focus of your business known to everyone in your company.
About the Author
Bart Icles recommends getting professionals come into your business and train them in the major topics such as Strategic Management and Teamwork. Topics like this will have immediate and long term effects on your business.
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