Deep Customer Understanding - Do You Really Know Them?
tophdimgs.com Customers can be hostile antagonists or a strenuous protagonists. They love you when they love you but can turn venomous when feel mistreated. Partnering with customers is an important mindset to assume, but partnering comes from the basis of mutual power and mutual respect. Similar to the adage “peace through strength”, companies need to find their own strength in the relationship in order to create a partnership environment with core customers. This "strength" comes from knowing your customer better than they know themselves. Depending on the history of your business, strength starts with aligning your performance to customer needs such as delivery, quality, cost downs, and innovation. Too many companies either don’t measure their performance as seen through the eyes of the customer, or they only measure quality and delivery – Core Performance. Core Performance is simply the entry fee for maintaining business with customers where overall supplier pe...