The customer, a mystery?

Everybody talks about customer orientation, but only few act accordingly. Current market research discovers new faults every time:

• Process times are too long
• Uncoordinated conduct toward the customer
• Insufficient product- and process knowledge of employees
• Missing opportunities to increase sales
• Customer receives a negative image of the company

Whoever wants to beat the competition nowadays, needs more than good products at adequate prices.

Your risks

• Not all unsatisfied customers complain
• Tendency of responsible employees to downplay problems

Early recognition helps to initiate counter measures, before major customer- and sales losses occur.

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