Dear readers! It has been too long for my next blog. Actually, I was very much cautious this time before writing anything and gathering more and more information. In my last blog I discussed a little bit about basic things of customer services. As I move ahead I find the next thing come in the process is to know your target customer. It’s again a tough job. There are certain points to be discussed here:1. Customer psychology
2. Need of our customer
3. Current market trend
I personally feel banking sector is the best example for the understanding of customer psychology. From banking prospect if we think, a customer chooses his bank not merely on economic or psychological considerations, but also due to influences through 'word of mouth' by his own circle of friends and associates. It is, therefore, advisable for banks to work on their present clients to secure new ones through personal recommendations. It should be the constant endeavor of the banks to study the needs of the population in their areas and devise appropriate schemes to cater to them. They have to be courteous and appreciative of customers' aspirations and view-points. They have to build-up goodwill for the banks. In short, there is need for a humanized banking system. Most of the time we do mistake by neglecting the customer’s need and focusing on our own products/services, which leads to break up in the customer relationship. The current market is highly volatile as we all are aware of it. And the customer’s demands change frequently. Hence, surviving in this scenario is really very difficult for any industry.
If we consider large organizations, they encourage their customers to give feedback. Also they give them confidence to provide innovative ideas so that they (organization) can work on their needs and provide better services.
There are lot more things to discuss. But I would be grateful if your participation is there. Please share your views on the same.
