The customer-facing strategy has taken hold in the manufacturing industry. The pure essence of the strategy is product developers are bringing solutions and answers to the problems of the customer. Instead of saying, “these are the products we make,” companies are saying “what can we do personally for a customer that fulfills their needs.” This subtle distinction is akin to a company culture. It uniformly suggests that the customers have unique needs and have peculiar visions that need to be fulfilled.
There are practical limitations to full customization and customer-facing. Companies strive for it, but they tend to come up short. Failure is common in this area because customer-facing is so hard to actually achieve. Companies fail for a variety of reasons. The companies that can actually put a definition on failure are the ones that can enact clear improvements.
Customer Service and Phone System
A client should be able to call at any time for any reason. Many of the calls may be distracting. They may even be impractical, or cost the company time. But, it is similar to the “all-you-can-eat buffet.” The very fact that a customer can call at any time with any issue is huge. It is a suggested transparency that is completely unlike many companies in the industry. The high accessibility may not even be taken advantage of. It is not traditional to have the 24-hour service line for a manufacturing entity. Usually, customers are provided a contact. This is often referred to as the representative.
Be Present, Be Transparent
The main issue in adopting a customer-facing social strategy is a lack of accessibility. This type of all encompassing accessibility to the phone line at all times makes that point obsolete. Companies do not necessarily need to go all the way in this regard. They can have an integrated system that returns phone calls within 12 hours. This makes sure that customers are well taken care of, and their concerns are heard. The main point here is not to build a frustrating veil. The point is to be purely transparent, even if that means making immediate sacrifices in the infrastructure of the company.