“If the end result is customer satisfaction, your business will thrive. If the end result is customer loyalty, your business will bloom.” ― Pooja Agnihotri
At the heart of any successful business is a happy customer who is not only willing to consume the goods and services of the business but those that are willing to recommend the same to their friends and relative. I am a big proponent of the fact that you should sell that which you can buy into yourself. When we are creating this journey of the successful businesses then we should ensure that we have clear strategies of:
- Attracting Customer
- Retaining Customers
- Developing the Customers.
When we have started on the business building, we should periodically take steps back to to relook and see if we are still headed in the right direction. The Five steps by Joe Mukoko on how best to do this are:
- Retreat - Step back and take a deep breath this will help one in getting a break and have some moments of self-reflection
- Reflect on Self and Business - You cannot fix that which you do not know or understand. The key questions to answer include Where are the gaps? Where did you expect to be and where are you? What is working well that you can build on. What is your leadership style? What does your team think about the business? Having others relook and give feedback is important as we could be blind to our won weaknesses
- Replan - There are various key pillars that we need to run a successful business. One should have a relook at all of them. They include the Product, Customer Promise, Marketing, Sales, Finance, Operations, Monitoring and Evaluation and a Self-Development Plan.
- Relaunch the business - There could be changes that one has to make to their businesses once done we should look at them and restart the business with that in mind.
- Review - One should have clear milestones to look at their business. The milestones could be time based. To do this well make sure you have an accountability system or partner, always check on what is working well and what needs to be tweaked?
- Use the Blue Ocean strategy to look at what do you stop, introduce, Reduce, Increase
- All in all, make sure your product or service solves a problem and it is easily usable.
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