Create a Culture that Promotes Customer Satisfaction

Good article by Frank Sonnenberg found on LinkedIn about how companies can create a culture that promotes customer satisfaction.

If organizations want excellent customer satisfaction, employees must abandon the view that customers represent immediate sales transactions and a quick buck. Instead, they must view customers as long-term relationships, keeping in mind the potential business that these relationships will bring over the years. They should learn to see themselves through their customers’ eyes rather than focusing inwardly. They should go beyond a selling role, offering value-added advice that recognizes their customers’ ongoing needs. And, focus must be placed on expanding relationships with a few customers instead of living in a turnstile—searching for new prospects one day only to lose them the next.

Good advice and wisdom in this post, it could help companies of any size create a culture that promotes customer satisfaction.