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Cover Story - Customer Mathematician |
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| A Rs. 9000 mistake that resulted in Avinash Narula losing a customer in 1997 turned him into a Customer Mathematician. He ultimately ended up developing the innovative concept of Customer Math which mathematically proves that customer satisfaction and retention is the most profitable business strategy. Avinash is very passionate about the subject of customer satisfaction and retention. He aims to continuously develop customer mathematics to convert everyone in the business world into a BELIEVER in the concept of “Customer is King.” In addition, he intends to assist dissatisfied customers get justice and “value for their money” from defaulting businesses. |
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| Beware of customer icebergs |
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Even though, we know about the concept of customer satisfaction, we do not BELIEVE in it. Knowing about the concept isn’t enough for you to implement it. You have to believe in it. We don’t believe in the concept of “Customer is King” because we don’t see any evidence of the harmful effects of dissatisfying a customer or losing one. The reason why we do not see the cost of customer dissatisfaction is because a dissatisfied customer turns into a customer iceberg. Here is an opportunity for you to learn about customer icebergs as the success of your business or your career may depend on it. |
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Do you have your story right? |
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| The idea behind this article is based on an incident way back in 1993 when the author was asked to prepare a presentation by the chairman of his company. The comments of the chairman made the author realize that the “story” of his presentation was not convincing. He realized that for an effective presentation, what was required was not a fancy set of slides but a convincing story. After experiencing the benefits of building a convincing story over the years, the author shares with you his thoughts on how to build a convincing story. |
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| Making sales automatic |
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| Have you ever noticed that some companies are able to sell their products easily without much effort while others struggle to do so? This is true even in cases where the two companies belong to the same industry. Want to know why? Just read this article and get enlightened. Find out how you can make your sales automatic. |
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Before firing them, look at their method of operation |
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| Targets are not a good criteria for assessing the performance of an employee. This is because all the factors that affect the establishment and achievement of targets is not under an executive’s control. So, how should we assess the performance of company’s executives? How about looking at their method of operation. |
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| What is core competence? |
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| An interesting and useful concept introduced by management guru CK Prahalad which can assist businesses to understand their core competencies as well as how to use them to establish and maintain their competitive advantage. However, most people do not understand what it really means. Here is a simple explanation. |
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Defecting customers, cause of all our woes |
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| Companies lose a large percent of their customers every year. You do too. But do you know what is the impact of losing customers on your business and careers? We are sure you do not. Why? Because if you did, you would not be ill-treating your customers. We can guarantee that after reading this article, you will think twice before ill-treating your customers. |
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| Other Articles In Vol. 7 Issue 1 |
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What a bad story can result in? |
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Dissatisfied customers can change your positioning and brand name |
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Effectiveness vs efficiency |
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Do away with reminders |
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Benefits vs features |
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What is the difference between sales and marketing? |
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White space |
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Vision – An overrated concept |
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What business you are in? |
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