Businesses must adapt: Granger

Business people are still trapped in the 2008 economic crunch and have failed to come up with innovative ideas for growth, according to a global business and motivational speaker, Alex Granger.

“Despite the global recession, some businesses are
growing from mediocre to exceptional due to customer delight which leads to customer loyalty,” said Granger.

His presentation, organised by the British Council, was entitled: “Turning customers into profit” and was attended by various business players in Harare last week.

Granger said the success of any business rested on customer service, which in turn leads to customer satisfaction.

“The way a customer is treated in a business determines whether they come back. If they are well treated then the outcome is customer loyalty,” he said.

He said a business must be focused in order for it to differentiate itself from other
competitors.

“68 percent of customers are lost due to how they are treated in a business,” he said.

“One percent of customers are lost through death, three percent
move away, five percent look for alternatives, nine percent go to your competitors and 14 percent leave because they are not happy with your products or services,” said Granger.

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