Remember the customer

摘要

How many times have you decided to stop working with a company because you thought it was not listening to you? Perhaps you have switched your bank, Internet service, or cell phone provider, because you found it impossible to reach someone who seemed even slightly interested in solving your problem. You are not alone. Research shows that 68 percent of customers stop working with a company due to treatment they received or perceived indifference. Only 9 percent leave due to competitive reasons. Today we have great communications and collaboration tools that enable us to make a technical connection almost immediately; we can communicate more quickly across greater distances than at any other point in human history. However, we need to remember that all manufacturing, and other types of business, are primarily driven by people and relationships. Maintaining a personal touch with our customers is what really matters.