Take a 360 Degree View of Your Customer

Do all the external-facing departments in your company see the world through your customer’s eyes?  All customer touch points, including marketing, sales, customer  service, technical support and accounts receivables, should be integrated with each other.

No matter who your customers connect with in your company, their experience must be consistent, clear and coordinated, an integrated “360-degree” view of your customer,  ensuring that promise and delivery are in sync.

Three elements of a company propel its business: marketing, sales and customer service.  Most companies know, theoretically, that these three elements need to work  together effectively to produce steady sales, revenue growth and happy customers.

Frequently, however, there are aspects of human nature that get in the way of each of these elements, preventing them from performing at peak opportunity. Ego, compensation models, bonus programs often take precident over customer concerns.  The ability to identify, address and resolve these issues goes a long way towards building a loyal customer base that keeps coming back.

— Lisa Dennis

Leave a Reply

%d bloggers like this: