‘On the Spot’ Effectiveness that Translates Strategies into Business Results
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Member: American Society of Training & Development
An Espoir Worldwide Initiative
Espoir was founded in 2005 by a team of industry professionals working with leading global companies specializing in Technology, Engineering, Human Resources, Finance, Arts and Management .
We create innovative, cutting-edge skill-building programs that help people learn automatically, and also bring them out of their “Unconscious Incompetence”. We develop new methodologies & technologies for this.
We are passionate about what we do. We are happy with our creations because our users are satisfied with what they achieve in real life situations as a result of trusting our products and programs.
We don’t advertise. We believe, if you are really in need, you would search and find us. We also believe, ultimately, you are responsible for your future. We can sincerely help. Let us meet on ‘Let’s Meet’ page.
Peter F. Drucker, father of modern management famously said, “The purpose of business is to create and keep a customer.”Customer is the basis of any business and should be the foundation of any modern organization or any excellent executive. Therefore, the first criteria of ChiefMentor 3D Executive Excellence System is “Customer & market Focus”.
Well run organizations target specific group of customers or markets, learn everything they can about what is important to those group of customers , and measure their satisfaction.
How you seek to understand the voice of customers and of the marketplace? Successful executives stress ‘relationship’ as an important part of listening and learning strategy. Customer satisfaction results provide information for understanding customers and the marketplace. In many cases, such results and trends provide the most meaningful information, not only on customers’ views but also on their marketplace behaviours - repeat business and positive referrals.
Customer - whether he is internal or external- is the king. Are you quick to anger, or easily frustrated? If you can't control your emotions and keep a cool head when the going gets tough, you'll be perceived as a hothead who can't handle customers.
Technical people with a customer and market focus succeed faster than others. Realization about specific needs of the customers is the first step towards innovation. Knowing more and more about customers increases ones’ self-confidence. People who interact with customers are always smarter.
It needs self-confidence to determine requirements, expectations, and preferences of customers and markets to ensure the continuing relevance of your current products or services and to develop new opportunities. It teaches you that you need not build relationship with all customers. Smart companies figure out which the most important customers are, and do not worry about getting all customers to be loyal.
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else”. - Sam Walton
Successful companies and executives are flexible enough to adapt and change as customer requirements change.
Customer & Market focus is a strategic concept. It is directed toward customer retention and loyalty, market share gain, and growth. It demands constant sensitivity to changing and emerging customer and market requirements and to the factors that drive customer engagement. It demands close attention to the voice of the customer. It demands anticipating changes in the marketplace. Therefore, Customer & market Focus demands a customer-focused culture and organizational agility.
Customers are human beings. They have needs that are to be met. They are looking for satisfaction. If the company exceeds the needs or expectations and excite the customers, they are going to come back, or make positive referrals. These are simple facts. However, the success in each stage of customer interaction hangs on one special skill - communication.
We must gather data on customer requirements, expectations for each market segment, customer complaint data is one of the most important input for new product development or for improving existing products. It is important to find out from new customers why they decided to buy products from your company!
The frustrating part of trying to be customer driven is that customer needs and priorities seems to change constantly. Therefore, you must be flexible enough to adapt and change as customer requirements change. This calls for great deal of commitment and efforts - and of course a never quit attitude.
It is important to keep your listening and learning methods current with business needs and directions. You must have a systematic process to evaluate the approaches used to determine future customer requirements. With your never quit attitude, you develop a system to compile evaluation results and follow up on them. You will follow a clear strategy to acquire and satisfy customers.
Is customer focus the culture of your department/division or company? Are all employees aligned to provide the best product or service to your customers? How do you determine the important customer requirements and communicate the same to the customer contact personnel? How do you select the customer contact personnel and how do you ensure that good ones don’t leave?
How do you determine key customer contact requirements and how they vary for differing modes of access? How do you ensure that these contact requirements are deployed to all people involved in the response chain? Answers to these questions could involve politics. You can’t ignore them. You must be able to handle them!
A key aspect to ensuring that your company has a great customer focus is to become a customers’ representative yourself. Following this customer-focused principle as a routine method of doing business helps to set an example for employees and shows a dedication to quality and results. The impact of this practice on employees includes a better understanding of company goals, an increased sense of trust and improved morale.
Another way is to take ownership. When customers are not happy, taking personal ownership of the situation shows that you, as an executive, care about the customer's situation and that you are committed to finding a positive solution.
Networking is a crucial activity for an executive’s success. Apart from increasing the knowledge that your business can take advantage of to improve, networking can also be an opportunity to learn from the experiences of those people or businesses you are networking with. It can also be used gain new clients to help build up your business from its inception to future success.
Networking can lead to an increase in business. It opens up opportunities for you that you wouldn’t have had before. And, you have connections that will come in useful when you need them. Networking gives you change to promote your business. And, having the right connections can be a positive influence in life.
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1. Applied Professional Excellence
3D Executive Excellence Framework
1. Applied Professional Excellence
2. Applied Personal Excellence
3. Applied Language Excellence
2. Applied Personal Excellence in Customer Focus
3. Applied Language Excellence
Cost Reduction &
Persuasion & Innovation