Izifundo ezi-3 ezivela kwiiNkampani zeCustomer-Centric

Izifundo ezivela kwiiNkampani zeCustomer Centric

Ukuqokelela ingxelo yabathengi linyathelo lokuqala elibonakalayo ekuboneleleni ngamava abathengi afanelekileyo. Kodwa linyathelo lokuqala kuphela. Akukho nto ifezekileyo ngaphandle kokuba ingxelo eqhuba uhlobo oluthile lwesenzo. Rhoqo ingxelo iyaqokelelwa, idityaniswe kwiziko ledatha leempendulo, zihlalutywe ngokuhamba kwexesha, iingxelo ziyenziwa, kwaye ekugqibeleni kwenziwe intetho yokucebisa utshintsho.

Ngeli xesha abathengi abanike ingxelo sele begqibile ukuba akukho nto iyenziwayo ngegalelo labo kwaye banokudlulela komnye umthengisi. Ngokwenene imibutho ejolise kubathengi iyaqonda ukuba abathengi ngabantu kwaye abanamdla wokuphathwa njengenxalenye yomdibaniso. Abathengi kufuneka bajongwe njengabantu ngabanye, hayi amanani. Kwezinye iinkampani, yinto ephambili, njengoko kungqinwa luluhlu lonyaka lweForbes Uninzi lweeNkampani zeCustomer-Centric. iinkampani. 

Iinkampani ezijolise kubathengi zijolise kwi-laser kubathengi bazo. Endaweni yokuqhutywa ngabanini zabelo okanye ingeniso, ezi nkampani zibeka abathengi embindini wesigqibo ngasinye abasenzayo. Zijolise kubathengi ekubeni kugxilwe kwimveliso. Elo centricity liyabonakala kwinkonzo enkulu kunye namava amanyeneyo omthengi.

UBlake Morgan, Umnikeli oPhezulu weForbes

Ekuqwalaseleni ukuba yintoni eyenza ukuba ezi nkampani ziphumelele ekubeni zi-centric zabathengi, iipateni ezimbalwa ziyacaca. Ukujonga ezi patheni kunokuba luncedo ekuncedeni ezinye iinkampani ukomeleza ubudlelwane bazo nabathengi.

Isifundo 1: Fumana abaSebenzi ebhodini

Inkampani yeenkonzo zezemali i-USAA, eyi- # 2 kuluhlu lweForbes lowama-2019, ikhuthaza abasebenzi ukuba bafunde ngabathengi ukuze bakwazi ukunika iingcebiso kunye nemveliso. Ihlawulwe ngenxa ye-USAA Amaphuzu okuPhucula iNtengiso (NPS) iphindwe kane amanqaku okubhankisha avareji. I-USAA inceda abasebenzi ukuba baqonde iimbono zabathengi, ngokweli nqaku I-USAA ibhaka njani amava abaThengi boBuchule kwiNkcubeko yeNkampani yayo. Olu ncedo lubandakanya:

  • Ukubonelela ngelebhu yokufikelela, apho abasebenzi banokuthi baqwalasele ukuba iinkonzo zinokufuna ukuba zilungiselelwe njani abantu abakhubazekileyo. Thatha ukutshekisha, umzekelo. Kwilebhu yokufikeleleka, abasebenzi base-USAA baphuhlise itekhnoloji yokufaka ilizwi ekude ukuze abantu abangaboniyo beve oko kutshekisha njengoko ifowuni yabo iskena.
  • Uqeqesho lwabasebenzi ngexesha lokukhwela kubomi basemkhosini okoko abathengi base-USAA bangamalungu omkhosi kunye neentsapho zabo. Olu qeqesho lubandakanya ukulungiselela kunye nokutya ii-MREs (izidlo, ukulungele ukutya) kunye nokubola okulula kunye nesergeant yomhlala phantsi. Incwadana yeendaba yomqeshwa inika uhlaziyo kubomi basemkhosini.

Abasebenzi banakho nokwabelana ngezimvo zabo malunga nendlela yokuphucula amava abathengi. Unyaka nonyaka, abasebenzi bangenisa malunga ne-10,000 imibono; Izimvo ezingama-897 zingenisile zifumene amalungelo awodwa omenzi wechiza ase-US, ngokwenqaku le-USAA. Ngexesha leNkanyamba uHarvey ngo-2017, inkxaso yenkampani yokwenziwa kwezinto ezintsha yabasebenzi yakhokelela kuphuhliso lwe-portal ekwi-intanethi ngaphambili nangasemva kweefoto zasemoyeni ukuze amalungu e-USAA abone umonakalo kumakhaya abo ngaphambi kokuba bawubone buqu.

Ukwamkela inyani kubathengi, i-CEO, abaphathi abakhulu, kunye neqela lezentengiso kufuneka bavume ukugxila ekuphuculeni amava abathengi. IGosa eliyiNtloko leNtengiso kunye nabanye abaphathi abaphezulu bangakhuthaza abanye embuthweni ngokuseka ukubekwa phambili kwabathengi njengesiqhelo kunye nokuphuhlisa iinkqubo zabasebenzi zokuyixhasa.
Ukongeza, ndincoma ukukhetha umqeshwa onokuthi enze njengentshatsheli yabathengi kwinkampani yakho. Lo mntu akufuneki abe sisigqeba esiphezulu kodwa kufuneka abe ngumntu onamandla okuphembelela abanye kwaye ababambe benokuphendula. Kwaye kufanele ukuba banomdla wokusebenza njengentshatsheli yobungakanani babathengi kwaye bazibophelele ekuxhaseni iinjongo zenkampani yabathengi. 

Isifundo 2: Ukulungiselela iNkonzo yaBathengi

Ngo-2019, uHilton wafumana i Isalathiso sokwaneliseka kwabaThengi baseMelika (ACSI) amanqaku angama-80, ayelona manqaku aphezulu kwaye elinye kwabelwana ngalo ngomnye nje umthengisi wehotele. Ngelixa inqaku elinomtsalane, uHilton ukhetha ukuphatha abathengi njengamntu endaweni yenani elihlangeneyo. 

Omnye umzekelo woku ligumbi laseHilton eliDityanisiweyo, elenza amalungu e-Hilton Honours ahambise ukuzonwabisa kwabo abathandayo, babeke ukhetho lwabo kumajelo e-TV kunye neqondo lobushushu kwigumbi, kunye nokulawula iTV, izibane kunye ne-thermostat ngeapp abayikhuphelayo kwifowuni, ngokwencwadana egumbini laseHilton eliDibeneyo. 

Iindwendwe zinolawulo olufanayo ezinalo ekhaya, kwaye zenzela amava angenamthungo. Oku kusinika ithuba elikhulu ngaphezulu kwabo sikhuphisana nabo kwimarike.

Umphathi Jikelele weCanopy nguHilton

Ukwenza inkonzo yakho ibe yeyakho kufuna ukuqonda okuqinisekileyo kweemfuno zabathengi kunye neemfuno. Indlela elungileyo yokufaka umthengi kwingcinga yemihla ngemihla kukuqala iintlanganiso zentengiso kunye nomthengi phezulu kwi-ajenda. Abasebenzi banokukwenza oku ngoku:

  • Ukwabelana ngezinto abazifundileyo kwincoko yamva nje nomthengi
  • Ukuba nomntu othetha nentengiso okanye inkxaso yokwabelana ngento entsha abayifundileyo malunga nomthengi
  • Indlela ebolekayo yeAmazon yokubuza le mibuzo malunga nemibono emitsha: Ngoobani abathengi abachaphazeleka yile ngcamango? Kutheni le nto le nto ingabonwabisa? Ukuphonononga i-metric entsha okanye ehlaziyiweyo kubathengi, njenge-NPS 

Isifundo 3: Thatha inyathelo kwingxelo yomthengi

Workday, Ulawulo lwezezimali kunye nomthengisi wesoftware yolawulo lwenkunzi yoluntu, unama-98% amanqaku okwoneliseka kwabathengi kwaye abonisa ukuba yimpumelelo kwinkqubo yabathengi. ayihlali kubudlelwane 'obuqhelekileyo', ngokweposti yebhlog yoSuku loMsebenzi Ukuphumelela kwabaThengi kuthetha ukuba uMndilili awusoze ulunge ngokwaneleyo. Inkampani ikhuthaza abathengi ukuba bancede baphembelele ukukhula kwemveliso ngokuba ngabamkeli bokuqala okanye ukuvavanya ukukhutshwa okutsha ngaphambi kokuba kufumaneke ngokubanzi. 

Siyakholelwa ukuba abathengi banelisekile xa benokwenza igalelo, kwaye sisebenza ngakumbi xa sikwazi ukuhambisa amanqaku amatsha, ulungiso kunye namandla ngokusekwe kwingxelo yakho.

IGosa loMthengi eliyiNtloko uEmily McEvilly

Ngelixa ingxelo yakutshanje yabathengi sisifundo esifanelekileyo kwiintlanganiso, oko akufuneki kube kokokuqala ukuba ingxelo ixoxwe. Umyalelo olungileyo kukuphendula kuqala kumcimbi wabathengi ngokunika umqeshwa ukuba asombulule-ngaphakathi kweeyure ezingama-24 ukuba kunokwenzeka-kwaye emva koko wabelane ngengxelo kuye wonke umntu okumbutho. Ingxelo yomthengi kufuneka icace gca kwaye ifikeleleke. Zombini iindaba ezimnandi kunye neendaba ezimbi kufuneka kwabelwane ngazo ngokukhululekileyo.

Emva kokujongana nomcimbi, kuya kufuneka uhlalutye ingxelo ukuze ubone ukuba ivele njani kwaye uxoxe ngendlela yokuthintela imiba efanayo ukuba ingenzeki kwixesha elizayo. Oku kuyakukhokelela ekuqondeni okutyebileyo kwabathengi bakho kwaye kuvelise ukuthembela ngakumbi kubathengi.

Thatha amanyathelo ngokuya kubathengi

Ukuba ngumbutho ojolise kubathengi kufuna ukuba wonke umntu akhwele ukusuka phezulu ukuya ezantsi, enze amava abaxhasi abucala, kunye nokuqokelela nokuphendula kwingxelo yabathengi. Landela umzekelo obekwe zezi nkampani zijolise kubathengi kunye neqela lakho lentengiso kunye nombutho uya kusondela kufutshane nomthengi wakho kwaye wandise amathuba okufumana nokugcina uninzi lwawo. 

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