Understanding Our

Customers
Business
Purpose ?

Make Profit !!!

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 ▫ About 80% of the businessmen state
Some that they offer good customer service
Facts… but only 8% customers think that they
are getting good service.

▫ For every 100 unhappy customers,

96 will not complain and 91 will be
shifting as soon as they get a better
option.

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Some ▫ The chance of selling to an existing
customer is 60-70% while it decreases
Facts…
to about 15% in case of a new customer.
▫ It costs about 7 times more to get a
new customer than to retain an
existing one.
▫ An unhappy customer will tell about
15-20 others whereas a happy
customer will tell only 4-5 others.
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What it Understanding our customer is getting
really is to know about:

▫ Who our customers are

▫ What they actually need
▫ Where they need it
▫ When they need it
▫ How much they are willing to pay
▫ And so on…

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Understanding
the Customers Putting Using data to Asking for
ourselves in know about their
customers’ customers feedback
shoes

And not stopping doing these.

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Understanding
the Customers

Making
Taking Informing
Changes
Feedback Customers
Necessary

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95% businesses listen to their customers

Only 30% of them plan to make changes

10% really make the changes

But only 5% informs the customers of

the changes
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Keeping ▫ Customer centric companies are
the 60% more profitable.
5 things every customer want:
Customers ▫

Satisfied ▫ Keeping things easy

▫ Setting the expectations
▫ Keeping the promises
▫ Keeping informed
▫ Treating as an individual

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Internal Includes everybody within the
Customers??? organization

Satisfied Internal
Customers

High Productivity &

Performance

Increased Customer
Satisfaction
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In a Nutshell

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Thanks!
FOR ANY QUESTION
You can contact me at
▫ shoyebraihan85@gmail.com

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