good customers relationship as a catalyst to improving receivables collection period
TRANSCRIPT
27TH SEPTEMBER 2016
Outline1.Definition of customer2.How important is the customer?3.Importance of Customer Satisfaction4.What is Customer Experience?5.Characteristics of Excellent Customer
Experience6.How excellent customer experience helps
facilitate receivables collection period?
Definition OF customer
Without customers the organization would not exist.
The purpose of the organization is to fulfill the needs of the customers.
The customer makes it possible to achieve business aims.
It’s a leading indicator of consumer repurchase
intentions and loyalty
It’s a point of differentiation
It reduces customer churn
It increases customer lifetime value
It reduces negative word of mouth
It’s cheaper to retain customers than acquire new ones
Customer Experience (CX) is the product of an interaction between an organization and a customer over the duration of their relationship. This interaction includes a customer's attraction, awareness, discovery, cultivation, advocacy and purchase and use of a service.
Creating competitive advantage by putting customers first and managing their journeys.
How GOOD CUSTOMER EXPERIENCE HELPS FACILITATE RECEIVABLE COLLECTION PERIOD
Customer response time: It's no secret that the quicker you respond to
customers' questions, the happier they'll be and the faster you'll get paid.
Invoice accuracy: A fast response time is important, but the best customer
service is when the customer doesn't have to ask a question in the first
place.
Customer satisfaction: How satisfied are your customers after your product or service has been paid for? Don't just assume that because they've paid, they are happy.