Are You Meeting Your Customers’ Expectations?

Are You Meeting Your Customers’ Expectations?

By Discovery Lean Six Sigma

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Are You Meeting Your Customers’ Expectations?

Many companies suffer from a common problem – a misunderstanding of the expectations of their customers, and as a result, a poor understanding of how well they’re meeting them in the first place. It’s not hard to see examples of that all around us, and this trend can be traced back to a number of factors. Perhaps the most prominent one is that leaders simply don’t know how to evaluate their customers’ expectations, and how to adapt to any changes in them.

Times Are Changing

We’re going through some very interesting times right now in terms of customer service, products, and other similar factors. The expectations of people are changing fast, and it’s becoming more and more common to expect fast, reliable services that are delivered on-demand. On the other hand, not every company can meet these expectations in their current state, at least not without some serious changes in their operations.

Expanding Safely

Every company needs to keep an eye on possible expansion opportunities at all times. At the same time, it can be difficult to ensure that you’ll keep growing in the right direction and won’t have to face certain obstacles along the way. Safe expansion is even more difficult when you don’t want to compromise the results you’re delivering to your customers. You have to make sure that any sort of new development in your business enables you to deliver more reliable and consistent results, even if it means temporarily compromising another aspect of your operations.

Analyzing Your Progress

How well are you currently doing? Many business leaders tend to have some misconceptions about that, often thinking that they are moving in the right direction when they are not. This is why it’s so important to constantly analyze your progress and see how well you’re doing in objective terms. Don’t just guess – this is the fast track to making wrong decisions. At the same time, try to look at that data through a slightly critical lens as well. Sometimes data won’t reveal the full picture, and you’ll have to rely on your own experience and expertise to fill the gaps.

Improvements in the Right Areas

You need to make sure that any improvements you’re making are hitting the right areas of your operations. This is not as easy as it sounds, especially if you have a larger organization that is involved in multiple different operations. You have to make sure that all of your actions actually boost your future prospects. And when you’re using proper data analytics and collection as we described above, you should be able to spot the areas for improvement much easier than if you’re working with any other kind of data.

Preparing for the Future

It’s hard to predict the future, especially when it comes to a complex organization with multiple departments and fronts of operation. But it’s important to have at least some vague idea of how things are likely to develop a few years from now, maybe even longer. Because this will determine to a large extent how you’re changing your company’s current state, and that in turn will become extremely important later on when you’re trying to adapt your actions to the current state of the market.

If you’ve been doing well on the data collection front, you should have a lot to work with. But your job is not done yet – you have to also ensure that you’re aligning any trends in that data to your current situation. In other words, some details that you’ve gathered years ago may no longer be relevant in your current situation, and it’s important to have the capacity to tell when this is the case.

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Original: https://www.shmula.com/customers-expectations/29475/
By: Shmula Contributor
Posted: August 20, 2019, 8:02 pm

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