What customers want by Derek Hendrikz works with customer service, client satisfaction, customer care, service excellence and delivery, needs satisfaction, types of customers and more. www.derekhendrikz.com

1. Derek Hendrikz

2. The intermediate or trade customer
The end consumer
www.derekhendrikz.com

3. Not dependent on us
…we are dependent on them
Not an interruption of our work
…they are the reason for our work
Not outsiders
…they are part of us
We are not doing them a favour
…they are doing us a favour
www.derekhendrikz.com

4. “Our customer is the most important person
on our premises.” – Mahatma Ghandi
Ultimately your customer is the entity
who sponsors your mission….
www.derekhendrikz.com

5. If we remove a specific category or group of
people, will we still exist?
They greater the damage with absence of a
specific category or group, the higher their
customer status…
Company Value – Customer Value =
Damage of Absence
www.derekhendrikz.com

6. Key 1…
Let the customer feel significant
Key 2…
Understand customer needs and see their point
Key 3…
Make a good first impression
www.derekhendrikz.com

7. Speed
Cost
Quality
Value is defined as the customer’s subjective
evaluation of how well a service meets or
exceeds expectations…
www.derekhendrikz.com

8. Customers do not buy products, they buy
the satisfaction of needs…
• Customization
• Speed
• Reliability
• Convenience
• Affordability
What they
want when
buying needs
satisfaction
is…
www.derekhendrikz.com

9. The biological, emotional, cognitive or social
forces that activate and direct human
behaviour.
In ‘customer’ sense, to motivate is to move an
individual or group towards sponsoring our
organisational mission.
www.derekhendrikz.com

10. Abraham Maslow
Self- Actualization
Esteem
Social
Safety
Physiological
www.derekhendrikz.com