Business Tips

Currently, the business was going through a difficult period in the middle of a crisis due to shrinking demand. This is due to pressing public expenditures. Thus, the tight competition between businesses. One solution in winning competitiveness is through superior service differentiation.

Must quality of a product, it’s just that, without a service winner, then the potential to leave long-term customers. Differentiation going superior service to strengthen the positioning of a brand in the eyes of its customers, giving customers a memorable experience, and can increase customer loyalty in the long run.

Then, how you can create a superior service differentiation? Here are some important steps and points of each example:

Understanding Customer Needs
To understand the needs of customers, then you should learn as much customer insight and deep as possible. To gain customer insight and become customer-oriented, you can not only rely on mere market research, but should be through direct interaction with customers, whether they directly visit, hold brainstorming and Focus Group Discussion to store / office visit.

An example is AG Lafley, the former CEO of Procter & Gamble, which along with other senior executives to do home visit and visit store after finding the fact that their product managers spend only about 3% to interact with consumers. Something similar is also done by Terry Leahy, CEO Tesco, who spent two days a week to interact with customers and employees in his shop.

Superior Value Proposition
Furthermore, once you understand the customer insight, and then create a superior value proposition. A superior value proposition is to answer the problems and needs of the customer. In the midst of the current crisis, you must continue to evaluate the value proposition, because the environmental conditions both internal and external change rapidly, so you should always be responsive to these changes. (more…)

Toyota to follow its rivals Thursday, after posting sales in the United States is much weaker than expected in June which rose 6.8 percent from a year earlier, but down from a strong performance-driven incentive in May. Sales for the first half of this year rose 10.6 percent to 846 542 vehicles from 2009 depressed levels.

“Toyota’s performance both during the first half of this year, despite difficult economic environment,” said Jim Lentz, president and chief of operations for Toyota Motor Sales USA.

“Despite all the difficulties in the automotive industry in June because of weaker consumer confidence hit on sales, Toyota maintained its leadership position as the number one brand in the retail industry today.” (more…)