The highly competitive environment of modern business is constantly forcing companies to imagine new ways of adding more value for their customers and thereby gain and maintain an advantage over the competition. One highly effective method of doing this is to make your organization more client-centric in nature. Here are my five top tips for creating a more client orientated service offering.
Define your company philosophy
From an internal point of view- to be sure you elaborate on the core values that support a client-centric business model. Frequently reinforce these values through discussion; talking about them on a daily basis reinforces their importance in senior management decision-making, departmental focus, and interactions with clients. Maintain this culture internally by constantly asking, ‘how does this decision support a client-centric culture?’
Know your brand promise
Always keep in mind what you want to give your clients, how you will improve their lives and experiences. Put the client at the center of every decision that’s made, every new product or service you are creating. This will ensure you only develop technologies, products, and services around your customers’ needs and specific requirements.
Invest in great customer service
Invest resources to make the relevant personnel as accessible to clients as possible. Since your primary goal to provide the best for your clients, it’s vital that they know that you are reachable, helpful, and flexible at all times. Are you contactable 24/7? Have you developed close relationships with them so you can better anticipate their needs?
Add value
Make providing great value your first and last objective. People are happy to pay for a fantastic service if they know it is worth it. Distinguish yourself from your competitors by providing a more customized, comprehensive, and detail-oriented service. This will results in clients trusting you more as you continue to exceed their demands, and this builds loyalty.
Client feedback
Market research and analysis is helpful in business, however, the feedback of your client is invaluable. Ask for their opinions and details of their experiences through conversations or surveys. Find out exactly how your products and services fit into their lives. Listen to their specific pain points, concerns, and requirements. Learn from this information and use to consistently innovate your offering and make it more customized to their needs.
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Mitch Launius
Instructor Pilot for 30 West IP
Mitch is the CEO of 30 West IP where he is also an instructor providing pilot training on international procedures. With an illustrious career of over 34 years in the cockpit, Mitch has acquired over 13,000 hours of flight time flying worldwide, with over 9,000 hours of this in Challenger and Gulfstream aircraft. He is an experienced safety officer and was also an IS-BAO project manager for a fortune 500 flight department. He has presented on Safety and Operations topics at the NBAA International Operators Conference and the Canadian Business Aviation Association Convention and is currently on the NBAA International Operators Committee and serves as the North Atlantic Regional Lead. Mitch is also a member of an FAA working group on General Aviation International Authorizations and Tabletop Exercises (GIATE). He was recently selected to represent IBAC as a member of the ICAO Personal Training and Licensing Panel (PTLP) and was also recently named as a 2020 recipient of the NBAA Tony Kern Professionalism in Aviation Award for his contribution to the business aviation community.
Henry ‘Duke’ LeDuc
Director Of Operations, Americas, UAS International Trip Support
Duke has been a dearly respected member of UAS Americas team and the UAS global family for more than five years. A safety-oriented, FAA-licensed aircraft dispatcher, he oversees all of the operations of the elite UAS Operations Team. With twenty-five years of experience in aviation overall with more than fifteen years of experience in international flight planning and VVIP trip coordination, he is responsible for the development of the dispatch training program and involved in the strategic development of UAS Americas. With a myriad of rich aviation experience behind him, he has extensive experience in worldwide operations with both corporate and charter environments, including seven years as Operations/Dispatch Manager in an industry-leading, Fortune 500, IS-BAO Stage III Certified corporate flight department. Duke is frequently asked shares his knowledge at major industry events and is currently serving on the NBAA’s International Operators Conference (IOC) Planning Committee.
Dudley King
President and Founder, FlightBridge
Dudley is the Founder and President of FlightBridge, which he established in 2011 and has been focused on technology solutions for the private aviation industry since 2006. Since he graduated from Dartmouth in 1988, he has worked with an array of companies listed anywhere from VentureWire to the Fortune 100. A rare blend of executive, entrepreneur, and consultant, Dudley’s executive roles have included acting CIO positions for several companies and tech advisory services to CEOs trying to rebuild their technology organizations or looking for an external, professional point of view. Highly skilled at deeply understanding his customer’s business challenges and drawing from a long and varied experience in information technology services, Dudley excels at designing technology solutions to solve their problems.
Dr. Paulo Alves
Global Medical Director, Aviation Health, Medaire
Paulo has extensive experience in medical advisory in the aviation industry. As a cardiologist, he provides technical guidance and analysis for MedAire’s MedLink medical advisory service and is MedAire’s liaison with civil aviation regulators and industry associations. Paulo worked with Varig Brazilian Airlines for 23 years, 10 of which were spent as General Medical Manager. A member of the MedAire Medical Advisory Board, Paulo is also President of the Ibero-American Aerospace Medical Association, a member of the International Academy of Aerospace Medicine, a member of the National Business Aviation Association (NBAA) Safety Committee, a Fellow of the Aerospace Medical Association (AsMA), and a Fellow of the Civil Aviation Medical Association. Throughout his illustrious career, Paulo has held industry leadership roles including Chairperson of the AsMA’s Air Transport Medicine Committee, President of the Airlines Medical Directors Association, President of the Brazilian Society of Aerospace Medicine and was a member of the IATA Medical Advisory Group from 2002 to 2006.
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