What is customer focus

Customer focus is a fairly new concept for Russian business. The rapidly growing economy makes us look for unconventional moves to attract new customers. That is why for business development it is so important to consider the interests of real and potential customers.

What is customer focus

Customer focus is the focus of the organization as a whole and employees in particular on meeting all the needs of customers.

In order to withstand competition, it is necessary to adhere to a number of rules, including attracting new customers and retaining regular customers. To do this, you need to develop a marketing program that focuses on the needs and wishes of real and potential customers, partners or customers.

The program may include:

• a number of discounts and bonuses for wholesalers and regular customers;

• promotional offers;

• special services targeted at a specific group of customers.

Customer focus begins to interest businessmen most often if they want to increase sales, increase the number of customers or make more profit than in the previous reporting period. In other words, customer focus is a tool that allows you to get new loyal customers, due to which there is an increase in the profit of the organization.

Customer-oriented company and its employees

There is a division into a customer-oriented employee and a customer-oriented company. For successful work, it is important that the company's policy is aimed at satisfying the interests of the client.

The company is developing an accurate regulation of employee behavior when communicating with customers. According to this document, the company hires, trains and monitors personnel.

To develop such a regulation, a company must first set the right priorities in work and behavior in conflict situations. In the field of sales and services, this usually refers to the rules for communicating with customers, returning or exchanging goods, refunding money for poorly provided services, and various bonus and discount promotions.

Customer-oriented business is designed exclusively for the long term and over time, these efforts pay off in the form of regular customers and a stable income. Companies that do not care about the needs of their customers are rapidly losing their reputation and becoming “one-day”. A customer-oriented company always first invests in advertising and reputation, but after a while it receives good dividends.

A customer-oriented employee is an employee who is able to determine, and sometimes even anticipate, customer needs and fully fulfill them (within the framework of the law of the Russian Federation).

A customer-oriented employee is a very valuable workforce, because thanks to competent work with clients, the level of sales increases, new customers are attracted and, accordingly, the profit and reputation of the company grow.

Such experienced employees in the field of tourism, sales and domestic services are especially appreciated. The main thing is not to go too far, as a result of the work, the client should be satisfied with the service, the goods purchased or the service provided, and the company received profit and positive feedback.

Internal and external clients

External clients are people who turn to a company for a service.

Internal customers are directly employees of the company.

For successful work, the company needs to work not only with customers, but also with its own staff. Competent leaders value their staff and in every way they stimulate and encourage. However, the most correct approach to working with staff is a clear system of rewards and punishments. An employee must know his responsibilities and be interested in working honestly and conscientiously.

Employees who are satisfied with working conditions and the attitude of superiors work better, which is reflected in their attitude to external clients and the profits of the company as a whole.

There is a list of factors by which you can judge how customer-oriented the employee is: calm and positive attitude; Confident and friendly communication with the client; possession of information about the provided service or product; the ability to quickly adapt and find solutions in complex conflict situations; competent speech and persuasive ability; the ability to maneuver and find a common language with different customers.

A competent leader should understand that customer focus is not just good service. First of all, it is necessary to conduct employee training and introduce marketing techniques into the work of the company.

One of the well-known definitions of marketing is: "Marketing is the process of anticipating and satisfying customer needs for the benefit of ourselves." This is precisely the prediction that company employees should be trained in, from ordinary salesmen and managers to the composition of directors.

Another important skill of customer-oriented specialists is attentiveness. By observing and analyzing the behavior, requests, complaints and comments of clients, a number of very useful suggestions and techniques can be developed to make the company's work more productive.

Do not save on marketers, they can bring the company to a higher level.

Customer focus on the example of the hotel (hotel)

In the tourism business, such a factor as customer focus is very important. Many people, choosing a hotel or a hotel for recreation, rely largely on this factor.

As an example, we can cite a number of additional services in the tourism business aimed at meeting the needs of its guests.

Special package for families with children:

• provision of a crib (cradle) for babies;

• stroller rental;

• animation and holding children's parties;

• heated children's pool;

• playground;

• babysitting and pediatrician services;

• children's menu in the dining room;

• discounts for large families and kids up to a certain age;

• organization of excursions;

• rental of sports and children's equipment;

• transfer.

Package "outdoor activities":

• transfer;

• organization of group and individual excursions;

• disco;

• the opportunity to purchase tickets for various events at the hotel reception;

• car and scooter rental.

If the hotel is located in a beautiful natural area, marketers should make the most of this factor. The following services may be offered:

• fishing;

• horseback riding;

• bath or sauna;

• boating;

• paintball in a specially designated part of the forest;

• contact zoo;

• mini farm.

For the convenience of foreign guests, hotel staff must be fluent in English.

In tourism, the entire business is built on the principle of customer focus. The staff of a good hotel must anticipate desires and satisfy all customer needs. In the tourism business, the main thing is the reputation and good reviews of vacationers. Satisfied with the service, food, leisure activities and living conditions, guests will certainly return to the hotel more than once and will certainly advise it to their friends and acquaintances.

The main difference between a luxury hotel and just good is that it does not have to ask for anything extra. Guests immediately get everything they need and more.