Whilst having a clear out of some old marketing course notes, I came across Schmitt’s 5 steps towards Customer Experience Management - This is a really nice, succinct process to help ensure that you really are putting your clients at the heart of your business.
When times are tough and finances are tight, it’s understandable that panic sets in and revenue becomes the sole focus. But, thinking of clients purely in revenue terms can be disastrous. We must all work hard to develop long term relationships with our clients and ensure we are ‘adding value’; otherwise they’ll become disheartened and go elsewhere.
