What Did Deming Know That You Don’t?
Well – for one – that the key to getting what you want is to be more interested in changing the processes that produced the result than in over-analyzing the result!
Each time I visit a business, it becomes clearer and clearer that getting the processes that produce value right is a great driver of sustainable business growth. And as a customer you know when the processes are working that keep you as a customer because firstly you WANT to return because of the experiences. And secondly, you have been asked (either directly or indirectly) to return over and over again.
I like businesses where the focus is on creating processes that deliver experiences to the client or customer that make it both logical and emotionally attractive for these clients to remain clients. This means that businesses can move away from “HAVING to get new customers” because the old ones have gone.
The old ones may have gone because the experience delivered was not great – or – and very commonly – because there was no process in place to “keep” them as customers.
If your (planned) marketing and sales activities are aimed solely at getting new customers – then you are both doing it the hard way AND leaving a lot of cash on the table.
I will be producing articles on how to multiply the sales from your existing customers over the coming weeks – so be sure to subscribe to our Newsletter.
For a great basics of Quality Improvement article visit: http://tweakyourbiz.com/management/2012/08/24/what-w-edwards-deming-knew-about-continuous-quality-improvement-that-you-still-dont/
Cheers
James Hooper