Are your people able to hold the customers attention and loyalty. Do you have a depth of relationship with your customers that defies the odds of temporary and insignificant service annoyance? Is the organization consciously developing structures, processes and culture that enable strong relationship building, is the bond between your service staff and customers strong enough to guarantee future sales, Can your relationship officers personal relationships outweigh and diminish the corporate relationships with your customers? Are we paying attention to customer relationships as a strategic long-term business sustainability and growth strategy? Each business must strive to understand the issues which underlying theme is the strength of the relationship between the customer and the organisation labelled “relationship quality”
In a world where customers’ expectations are unpredictable, dynamic, and frequently benchmarked against best practices, companies must actively engage, train, retain, and renew their relationship management teams as an enterprise wide strategic tool for achieving customer satisfaction and overall marketing goals. Given the commoditization in most industries today with common or similar product/service offerings, a distinct dimension in product/service packaging is required to differentiate your business. Therefore, wrapping the product/service with unique relationship management offerings could potentially be the differentiator for your business.
We can collaborate with you to help you provide the context to develop a culture of strong relationship quality built on strong interpersonal interactions with customers, indulging in information sharing and developing common social identity that elevates the bond between the organization and customers. The process starts from a deep appreciation of the organizational tenets and embracing the company’s appreciation and relationship with the constantly evolving external environment. We will also work with you in handling the relationship management paradox.
