Dunvegan Blog

Business Essentials - Customer Care Practices That Matter!

In "Simply Better: Winning and Keeping Customers by Delivering What Matters Most" authors Patrick Barwise and Sean Meehan, argue that successful differentiation lies not in unique selling propositions (USP) but in generic category benefits, like good service, on time delivery and quality products, that any company can provide. The key  is to consistently deliver better than the competitors.

Over the past 10 years, The Dunvegan Group has conducted extensive research to identify the factors that contribute to competitor-resistant customer relationships. We have found seven fundamental factors that we refer to as "Business Essentials". Seven areas where companies can differentiate themselves through consistently delivering better than the competitors - or more precisely better than customers perceive the competitors as delivering.

Here are the seven elements of the Dunvegan Business Essentials Index™:

  1. Reacting quickly to customer needs
  2. Doing what you say you will do
  3. Being accessible
  4. Taking time to listen and understand customer concerns and needs
  5. Being proactive in communicating changes regarding how you are fulfilling customer needs
  6. Having accurate billings and statements
  7. Being easy to do business with

Consistently delivering on these seven essential customer care practices has the potential to set your company apart from competitors, strengthen the bond with your customers and help your company grow!

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