Business: Customer Satisfaction, Customer Delight, Discovering the Client's Needs, Relating to the Customer , Relating to the Market

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Business: Customer Satisfaction

Knowledge Base

by Roy Posner and MSS

Customer Delight
To put yourself in touch with the spirit of what the client wants to accomplish is the heart of the value and principle of "customer delight."

Customer Delight
The most successful businesses have discovered a formula that goes beyond product and service. Their business is providing delight to their customers by understanding their specific personal interests, anticipating their needs, exceeding their expectations, and making every moment and aspect of the relationship a pleasant -- or better yet, an exhilarating -- experience.

Business Boom in West and Knowing What Customer Wants
Business in the West is booming. One of the reasons is they have changed their opinion about the customer. Originally the idea was the customer should buy what is sold or produced. Now they find out what the customer wants and produce it. Sales have boomed. (MSS)

Your Client's Agenda
Deferring your own agenda to the lead of the client's is a form of the spiritual method of "taking the other person's point of view." At the mental level it is recognition of their interests and needs. At the vital level it is an emotional association with their will and intent, and at the physical level it is to act and do what needs to be done. This is in the descending scale of conception, perception, and sensation.

Discovering the Client's Needs
If you follow to the nth degree what the client requires, and take appropriate action for every need, you will be constantly be making new discoveries, which will give you a new knowledge, widen your horizons, and, as a result, energize you.

After all the True and Full energy is beyond your own self. It is made full through the Other, including the others around you that you interact and associate with, as well as the Divine Other above and within which provides ultimate discovery, knowledge, energy, and joy.

Developing the subtle sense to perceive everything the client needs is an important consideration. As you live more in the depths, that subtle perception will grown, and you will pick up on even the minutest hints of client needs, which is very likely to be the opening of their greater needs, and your corresponding great success and joy!
Four Levels of Relating to the Customer to Develop Your Market & Products
There are four levels by which you can relate to the customer. Each successive view of the customer has more potential than the previous ones to open the market for you.

First and most commonly, companies relate to the customer from the point of view of the product. I have a product to sell. Anyone who buys it is my customer. Companies with this view have a very limited idea of who their customers are, what their needs are or how to attract more of them. They rely on the product to do that.

Look at the customer as a member of society. Identify the social characteristics of the customer and think of ways to meet the needs of specific social groups.

Look at the customer simply as an individual. Recognize the needs and preferences that any individual would have and cater to them.

relate to the customer, not merely as an individual who shares much in common with everyone else, but as a unique individual who has unique needs, preferences and identity.

Three Levels of Relating to the Market to Develop Your Market & Products
The market exists at three different levels.

At the first level, the market consists of a finite number of recognized needs, and companies compete to meet those needs. If your company approaches the market from this point of view, its growth is confined to the already established needs of the market.

At the second level, the market consists of needs which exist, but are unrecognized by society and companies, and therefore are unmet. Companies grow by recognizing those unfulfilled needs, creating a general awareness of them and then meeting them. What are the unrecognized needs in your industry? What new dimension or incremental improvement can you add to an existing product or service that will meet a latent need of society or your customers and create a new market that does not now exist?

Not every company can create a new product or a new market. But the third level of market is open to all. There is in every industry a gap between what the market actually needs or wants and what companies perceive it wants. That gap represents fertile untapped ground for any company that can become more conscious of the market's real wants.

When is the last time you really and systematically asked your customers about their preferences? If it was not today or yesterday, perhaps you should ask again. Put yourself on the other side of the counter and looking at things from the customer's point of view." The effort required is one of careful observation, perception, and thoughtfulness.

On "Demanding" Customers
When you consider a customer demanding, remember that what is being demanded is likely to be the very services, features, qualities, etc. that satisfy customers that follow.

Thoughts on After Sales Support in Business

-True Self-givingness is its basis and hallmark.

-It attracts more business from the customer, and from other customers they are related to.

-It should be integrated into standard operating procedures of the organization; i.e. in not only the sales but other departments related to the sale. E.g. technical support, marketing, etc.

-It issues from values (subjective goals): self-givingness, integrity (of keeping one's word of endless good service), gratitude to serve/for earning through the sale, etc.; and objective goals of the organization (let's increase sales this year 100%, and profits 200% by various means including through After Sales Support).

-It is expressed through our highest emotions, such as concern, compassion, friendliness, warmth of feeling, etc.

-It is spiritual-like in nature because when based on these spiritual-like values and high attitudes.

-It culminates or has its maximum expression in Oneness (with the customer), which is the highest integrative value of all, perhaps only exceeded by Love.

-It energizes. (People think making the extra effort to self-give will drain one's energy, but we know it has the opposite effect of INCREASING energy.)

-It increases Joy all around. The client is satisfied, even Delighted; and we are too, as we have the joy of self-giving, including the joy in their having benefited from the product and service.

-Life Response is evoked at various points, especially when we increase our focus and intensity for giving in the After Sale Support.

-When we add the Spiritual Force to the After Sales Support equation, Life will move to the causal plane, creating the infinite of the finite in the most creative ways.

Power of Focusing on the Fulfillment of the Client

A wise associate friend of mine recently made the following claim: "Doing any act for the sake of the ego causes tension, opens us to pain. ... Do the work for the sake of others and discover the joy in each act. Self-giving converts effort into joy."

So today before engaging in a small consulting contract over the phone, I offered a prayer to the Divine Mother that the customer should derive great benefit from the service. I sensed real sincerity behind my aspiration, which is not always fully the case.

Though challenging and full of twists and turns, the two hour session was very engaging, and the issues were resolved through creative, dynamic solutions. There was also real collaboration amongst the participants.

In other words, as a result of focusing on the fulfillment of others, the session became FRESH, ENERGIZING and JOYFUL for me, and SUCCESSFUL for the client, just as my associate friend indicated. At each point, life seemed to respond with a new possibility and corresponding right solution that enabled these wonderful outcomes. (2009-2011 Q1)

Untitled
The Westerner discovered that pleasing the customer increases business. Though selfish, it is another man's point of view, a spiritual idea, as the Spirit considers the other man's profit as one's own welfare. (MSS)

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