THE SUPERSTAR OF CUSTOMER SERVICE HAS BEEN INVITED TO SPEAK AT THE FOLLOWING ENTITIES:
TM PICK & PAY
ATHOL EVANS HOSPITAL
FIRST MUTUAL HEALTH
HARARE BUSINESS FORUM
AND MANY MORE……….!
Yes, a business will never increase in value without growth!
However, growth does not happen accidentally. It’s the result of many strategic initiatives.
In pursuit of growth, an organization may choose any of the two fundamental strategies:
1] ORGANIC[INTERNAL] GROWTH-
This is a growth strategy where an entity chooses to grow from within itself without joining any hands with outside entities to expand its operations. Organic growth relies on intrinsic resources and skills to fuel slower and more natural growth. With organic growth, you are expanding your product range, business units and locations without saying to anyone, “please let’s come together and do this together.” With organic growth, you grow your business organically by getting new clients for your business and even expanding the amount of business you do with them.
Basically, you are using resources your business already has to further expand your business. These resources include your experience, your knowledge, skills, and relationships and so on. Organic growth builds on the business’ own capabilities and involves a number of sub-strategies which we will not cover in this particular article.
2] INORGANIC [EXTERNAL] GROWTH.
This is where an organization seeks to grow and increase output plus capacity by getting outside associations, resources and capabilities that are not internally developed by the company itself. These resources are obtained through things like mergers and acquisitions, alliances and other forms of coming together for the purposes of unlocking much greater value from those associations. Let’s now get back to how customer service impacts on the strategy of organic growth which we started out with.
Remember in most of our previous articles we have explained that product quality alone is not sufficient to be a basis for differentiating a business in this hyper- competitive business world which is filled with similarly great products. So organic growth is an impossible dream when customer service lacks in the business. This is so because one of the fundamental drivers of any organic growth strategy is retained earnings.
Retained earnings come from excellent sales and excellent sales come from good relations with those who buy our current products for us to then post good profits. So there is a positive correlation between million dollar customer service and organic growth. In other words, if we have poor customer service, our businesses won’t have any sustainable growth to talk about! You can expand the product portfolio but without superior customer service underpinning your business, you will find it hard to achieve your goals.
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