According to Peter F Drucker he said that “There is only one valid definition of business purpose: to create a customer. It is the customer who determines what a business is. What the business thinks it produces is not of first importance – especially not to the future of the business and to its success. What the customer thinks he is buying and considers ‘value’ determines what a business is, what it produces and whether it will prosper.”
In the past, what happened was that a business just produced a product and sold it to the customer. Oftentimes, it was just a one-shot deal and a case of ‘just too bad for the customer’ if something went wrong.
The scenario is radically different in today’s hyper-competitive business environment. Customers are continuously adapting to their ever-changing environments. They’re now more educated, better informed, more value conscious and demand more for their hard-earned money. Their expectations of the companies and the people they buy from is much higher and they tend to avoid buyer-seller negotiations. They’re no longer willing to be pushed around anymore by businesses. In short, they want better customer service.
Customer service is one of the greatest keys to your business success. It can literally make or break you. This is so because your entire business, marketing, sales and profits depend on your customers.