Comments on: Are you listening to what the customer needs? http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/ Advice, ideas, comments, shortcuts, tips and information on business leadership and management. Practical guide to doing business in Mexico and internationally Mon, 08 Sep 2008 07:14:46 +0000 http://wordpress.org/?v=MU hourly 1 By: Top 10 reasons for poor customer service and their solutions « Lee Iwan Accumulated Experience http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-37617 Top 10 reasons for poor customer service and their solutions « Lee Iwan Accumulated Experience Tue, 13 Nov 2007 17:28:47 +0000 http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-37617 [...] Are you listening to what the customer needs? [...] [...] Are you listening to what the customer needs? [...]

]]> By: Lee Iwan http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-37336 Lee Iwan Fri, 09 Nov 2007 20:28:01 +0000 http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-37336 jms88, Thank you for your email and query, and many more thanks for reading! Your question about customer service is an important one, and I will be writing to address this theme in the next 36 hours. It is not only a cultural problem, but one that exists in all business organizations. There is plenty of material here for several blog posts, thanks again for your input, very much appreciated. jms88,

Thank you for your email and query, and many more thanks for reading!

Your question about customer service is an important one, and I will be writing to address this theme in the next 36 hours.

It is not only a cultural problem, but one that exists in all business organizations.

There is plenty of material here for several blog posts, thanks again for your input, very much appreciated.

]]> By: jms88 http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-36767 jms88 Thu, 25 Oct 2007 15:39:50 +0000 http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-36767 I don't know what happened to you since this post (?) but we are having terrific trouble emphasizing customer service to our latin american employees and in some cases we're actually considering replacing them with gringos. I don’t know what happened to you since this post (?) but we are having terrific trouble emphasizing customer service to our latin american employees and in some cases we’re actually considering replacing them with gringos.

]]> By: Chencho Huaraches http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-35449 Chencho Huaraches Tue, 25 Sep 2007 03:13:01 +0000 http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-35449 Great that you point out the lack of focus on the consumer. I think as more money comes into the Mexican private equity/venture capital industries competition will finally shake out much of that pre-baby boomer/marketing myopia thinking. Great that you point out the lack of focus on the consumer. I think as more money comes into the Mexican private equity/venture capital industries competition will finally shake out much of that pre-baby boomer/marketing myopia thinking.

]]> By: flexstr http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-35049 flexstr Mon, 17 Sep 2007 13:46:00 +0000 http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-35049 We break up our projects using different people for different parts, we don't send in technicians who offer only a technicians point of view and we certainly don't send salesmans who come across as selling at the wrong times. Learning to choose what personality to send in for the personality of the client is always the challenge. We break up our projects using different people for different parts, we don’t send in technicians who offer only a technicians point of view and we certainly don’t send salesmans who come across as selling at the wrong times. Learning to choose what personality to send in for the personality of the client is always the challenge.

]]> By: shamrin http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-34911 shamrin Thu, 13 Sep 2007 14:06:00 +0000 http://leeiwan.wordpress.com/2007/09/09/are-you-listening-to-what-the-customer-needs/#comment-34911 One solution that businesses come up with under these circumstances is to outsource some of their non-core functions. Fair enough, that's good for me because I'm in that business. However, it quite often turns out that because of a single-minded focus on savings and not the customer, companies can end up outsourcing poor customer service, perpetuating a downward spiral (albeit at a cheaper cost). In fact, it turns out that outsourcing projects that focus on quality processes and customer satisfaction are more successful and save more money than ones that focus only on cost-cutting. The nature of our world seems to be paradox - if only we could grasp it. One solution that businesses come up with under these circumstances is to outsource some of their non-core functions. Fair enough, that’s good for me because I’m in that business. However, it quite often turns out that because of a single-minded focus on savings and not the customer, companies can end up outsourcing poor customer service, perpetuating a downward spiral (albeit at a cheaper cost). In fact, it turns out that outsourcing projects that focus on quality processes and customer satisfaction are more successful and save more money than ones that focus only on cost-cutting. The nature of our world seems to be paradox - if only we could grasp it.

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