Start-ups are however generally small in nature and are also agile in the initial years, hence they thus have fewer people and also efficient process of communication between the various departments.
So despite of the fact if one is a start-up or an established company, one is however needed to keep the costs under check in order to ensure maximum return on the investment and also increase customer satisfaction in order to improve the sales figures but the most important question is as to how is one supposed to achieve that.
The piece of the puzzle or the key i order to reducing the cost and also improving the customer satisfaction is to let the departments talk to each other.
The various departments are however required to talk to each other more often both formally and also informally in order to ensure that right product/product feature is shipped.
However , the purpose of this article is to make the reader aware of the ways in which customers can reduce cost and can also improve customer satisfaction.
Start-ups are however generally small in nature and are agile in the initial years hence they thus a have fewer people and also efficient process of communication between the various departments. Any start-up will however have at least departments such as product development, design, sales/marketing , customer care- it is really not necessary in order to have thousands of people in each department as the count of the people thus depends up on the size of the organization but however what is important is that even in a two-person start-up company all these departments must however be there and must divided among each of you.
If one imagines that a product development is thus made purely on the basis of market research (which may go wrong as well) and that too without consulting the natural design flow of the user. If one imagines the customer care receiving the complaints about product features/tastes / etc but the same complaints have however not been passed on to the respective department.
And thus on the one side, one however might keep marketing the product without thus knowing as to whether the issues which are however reported in the product have even been taken care by the development team or not.
Thus, In this age of social media and also the rapid technological changes – it is thus considered as imperative that one as a company however collects feedback from the customers and then passes on the feedback to the respective department to however be worked upon.
Since the startups are however small and agile in the initial years, it will also be very easy for them in order to ensure collecting feedback and also work upon it before communicating it to the customers
When it comes to the established companies – one might have had huge head count of the employees with the various hierarchies of various levels which thus ends up adding the delay in communication as everyone is thus more focused on the process which is however set by internal teams
Some of the challenge/barriers which are currently faced by the companies in order to improve customer satisfaction and reduce cost are :
● Too much focus on the marketing of the product
● Too much focus on the more number of features for the product
● Thus, Only collecting tons and tons of data without even ensuring the fact that actionable data is worked upon
● Not listening to the customers real issues
● Defending the product without however proper investigation
● Over hiring
Well it is however very common that the above mentioned issues do happen with both the startups and established companies as both of the segment thus have their own momentum in which they thus operate and the momentum however also sometimes makes things vague and also unclear for the founders/ceo’s to focus on however reducing cost and also improving the customer satisfaction
Well the key in order to reduce cost and also ensure customer satisfaction is that to ensure that each of the department however talks more often to each other . One either as a founder/ceo/management of the company is thus required to build platforms, process in order to ensure they talk to each other .
Here are some of the points in order to consider :
● Define the process for each department ( try to create a flow of communication in a way the product functions ) to thus collect feedback from each other and also store at a common place
● This common place ( say a central repository ) will however thus not only have a different segments but thus also that are the list of feedback along with the plan of action , dependency and also timelines
● Depending on the size of the organization – one must however set frequency of meeting the top executives of each department of not all . Weekly or either fortnightly is more advisable
● Keep the meeting time short and thus always have an agenda ( feedback ) ready before the meeting starts in order to ensure that time is not wasted during the meeting
● Have a specific person in order to jolt down points at the central repository which is thus discussed in the meeting on real time basis
● Also depending upon the plan of action and also the time line which is thus set based on the mutual discussion – have one specific person which is assigned in each department in order to verify and also follow up whether the required action has thus been completed or not
● As an owner/ ceo one must also ensure that one does spot checks or either random checks of this central repository and should also ask tough questions to defaulters
● Recognize and also reward the best teams on both monthly or quarterly basis
● Have a customer obsessed culture in the organization and it thus starts from the founders/ceo
Setting up the process , assigning the specific individuals and also having strong and a regular follow up on the feedback which is thus shared with each departments is thus considered as a key to success in however improving customer satisfaction and also reducing cost
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