available not just for customers but for other stakeholders as well. It is regarded as a great initiative to engage customers and improve their image and value positioning by maintaining a dialogue with stakeholders based on trust, transparency, and openness. Monitoring customers’ experiences is essential to understanding them and ensuring that they return. Feedback from customer surveys, complaints and suggestions, social media polls and reviews should be continuously monitored. Customer perceptions and experiences must be documented, reviewed, and improved. An unsatisfied customer can hurt an organization more than any satisfied customer can make up for, as those who have been disappointed are much more likely to tell others about their grievances which can end in a messy and viral public relations disaster. This is why it is important to address complaints, make amends as quickly as possible, and turn any customer frowns into smiles again. The successful enterprise, one that achieves excellence, does not do so by chance. The path to excellence is fraught with obstacles, obstacles that may not be apparent. Some obstacles are unavoidable and can be dealt with. Others have to be avoided, else they create an environment or situation from which the organization cannot recover. This is why organizations that achieve success and go on to reach excellence actively and continuously look for ways to improve everything they do along the path to producing the product or service that eventually reaches the customer. They seek out ways to improve every aspect of their business, even those that seem to be running perfectly because an excellent organization knows that there is no perfection and that anything can be improved. Excellent management dedicates themselves to becoming better at everything they do every day.
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Issue 5 - MAY 2015