CUSTOMERS

Customers are the essence of an organization. All the plans, strategies, movements which a company makes are in the direction of gaining and impressing its customers. It is the customer’s needs and preferences which dictates the way in which an organization has to formulate its policies and activities.
So why are customers so important? Customers are important as they are the one who are responsible for the functioning of an organization. They are the sole reason for the profits an organization makes and any organization would want to increase it revenues. Also in today’s fast moving world, thanks to the enormous development in technology, customers are more aware and have a variety of choices, which makes them the kings.
In the present scenario it is important for the organization to relate itself to the customers in an effective way. It is crucial to make the customers feel that they are a part of the organization. A company has to know its customers very well and this should be to that extent tat they know more about the customers than the customers know about themselves. Only if a customer feels that the company is delivering its services or products in tune with its needs as well as it is profitable for them, then only will the customer be ready to become a part of the company.
Gaining customer trust and loyalty forms the basis of any plan which has to be undertaken by the company. How it relates and provides benefits to the customers and how the customers perceive this benefit is also very important.
Therefore building the right perception and strategy to develop a positive relationship with the customer is a priority. Companies need to touch the customers in a sensitive manner making them feel that the company cares about its customers and serving it, is its primary aim.
In order to develop a good relationship with the customer, a company needs to do an in-depth research of the consumer psychology and also their needs, tastes and preferences. Then it has to understand the forces which govern their behaviour and control their tastes and emotions. Tapping of these factors will provide the company with an added advantage. By careful monitoring and using it to their advantage, a company can build a strong bond with its customers. Also formulation of its policies should be in tune with these factors. Implementation also plays a crucial role, as it is here the customers come across the company’s policies and take decision. In this the first time contact which the customer makes with the product and services of the company is a governing feature. A perception is formed about the organization, which sticks with the customer for a long time. Also the world has become a small space and information and consumer views travel faster than light. Due to this the company has to be very good in its perception building and be doubly sure of improving its first time contact services.
Reliability, validity and grievances management of the customer also plays a very important role. A company has to seriously tackle all the three issues and aim at maximizing the former two and minimizing the latter. Customer rates a company on its reliability and validity and there it is very important as it helps in the development of trust and forms the base of the relationship. Grievances handling also plays an important role as it gives a feedback to the company and at the same time helps in improving itself. It also helps in increasing knowledge about the consumer preference and thinking about the company.
Customers are the reason for existence of a company. The very existence of the company depends on the steps taken by it to build itself i.e. the steps taken to develop a strong bond with the customers.