THE CUSTOMER YOU HAD BUT NEVER KNEW By Jennifer Orode
It is no news that Human needs are insatiable. Our customers are human and as such would always require more.
However, building your business with an aim to provide what they need is noble but your understanding of why the need is a need to your customer creates the lasting experience your business requires to stay relevant.
Just a little about me...
My name is Jennifer Orode. I am a Customer Service Expert re-engineering businesses across Africa to achieve high profitability by delivering exceptional experiences to customers.
I have been in the business of customers for over 15 years and counting. And I make bold to say, as permitted by my customers, I have never lost a customer.
I am that customer service underdog, the one who customers follow everywhere.
Once I jump ship they follow. Well, because my employers never built a brand to retain customers.
My name became the brand they identified with (learn branding today from this book). I grew from an underdog customer service representative to a serial entrepreneur.
Hence my secret in this book. Have you heard the saying that the best Marketers and CEOs are Customer service Experts?
I am a living testimony and my customers are the reason behind my success.
I have been in the business of the customer long enough to know that customers are emotional buyers and are willing to stick to businesses that would add emotional satisfaction to excellent service.
This is what creates the experience for them and makes the brand stay relevant.
The sad thing you find is that most business structures are set up with an aim to onboard the customer and not with the customer at the core.
Unfortunately, this can be perceived by the customer at the point of interaction with your business/brand
BRANDING!!! Don't get it wrong
In chapter 6 of this book, I have broken down how Branding is no longer a business of colours, logos, statements etc but intentionality about the customers we are in the business of and for.
Your brand identity must reflect these, should you want to build a successful business.
Have you wondered why Some companies brand now represent a household name?
For example, Noodle is not called Indomie in Nigeria. And most smoked/Grilled chicken is referred to as PeriPeri in some western countries.
This is how important branding is.
Let me give you a quote from the book from this same chapter..." Branding is perception building".
This is what customers remember when they hear or see your brand element. What is the perception of your brand out there?
Well, I equally found out that, building business structures for the customer is good but it is not sufficient.
More is required to create that customer experience and business relevance.
This is what has inspired this book- let me share one more quote..."The Business is not of the entrepreneur, not about the entrepreneur and doesn't end with the entrepreneur.
What does this even mean?... find out more in the book.
How about Partnership for business success?
What makes your business successful and relevant?
What guarantees your business sustainability? Look at chapters 2 and 3 of this book. Where I reviewed the Three person Partnership for business growth and sustainability.
I broke down the concept of people over profit.
As a business owner, your first call to action is to SERVE and Not Sell.
Oh! I must not forget to mention the role of employees and how they are pivotal to your business success.
A lot of customers have left businesses to their competitors because of one bad treatment from an employee.
And guess what! The entrepreneur may not even know. But how do you avoid this... check chapter 1-4 of this book.
Before I leave you to discover more from this little but impactful book, Remember, that you are in the business of the customer and for the customer.
Oh, there is more, how to make your first customer keep returning for more. I have never lost a customer.
The CUSTOMER YOU HAD BUT NEVER KNEW.
You read down here? Get this book already!