Phone: 0191 284 3322
Address: 50 Ferrisdale way, Ne3 2se Newcastle upon Tyne
There are only three ways to grow a business: acquire new customers, sell more to existing customers or keep your existing customers for longer. In a crowded and competitive market like ours, the strategy that makes the most sense is customer retention. Indeed, the aim in all businesses should be to keep our profitable customers with us for a very long period of time. The best way of ensuring our customers to stay with us for the long haul is to become customer driven.
At Apex, we put great thought into what the customer wants. We have made our Customers to become the centre of the universe, they are the driving force behind our business. Careful thought has been put into how we deal with our customers on a day to day basis. At some point, the individual customer even start imagining that we do not have any other customers apart from themselves when they gauge the level of commitment we attribute to each customer. The planning, involvement and strategic involvement we have with each of our customers gives them a personalised cooperation and delivery that leaves our customers mostly puzzled at the high level of commitment we provide. Our basic plan is properly understood in a six strategies, manifesto, that we provide to our customers:
At Apex, we make sure every employee understands why customer retention is Number 1. Armed with this common understanding, our staff understand why keeping our existing customers is crucial to our business success and why, therefore, our organisation is customer driven. It is particularly important that all our senior managers and team leaders understand how important it is to keep our existing customers, and they are all committed to the business strategy of first retaining customers and innovatively provide reason why they should stay with us by introducing levels of service that are only of epic levels in quality, scope and definitely realistic in the customer’s expectation.
At Apex, we have concentrated on creating the right culture. Our organizations culture reflects the kind of company we want to run, what our organisation stands for, and the kind of experience we want to create for both our customers and our staff. We cannot expect that members of staff will automatically understand the importance of putting customers first, of being committed to delivering the solutions customers need, of learning as much as they can about their customers and of using this information to change the way they run their part of the business, all by themselves and as such, we deliberately infuse this element from inception. At Apex we create a customer driven culture where the right behaviors are taught and rewarded, and the wrong behaviours are eliminated.
Apex is serious in desiring to build a customer driven establishment as we take time to understand what the customer want in the first place. We understand that our customers do not necessarily just want our specific services, but rather the value they can extract from them. We aim to create superior customer value as the main focus of our business. We understand the value our customers are seeking from the services we offer. We understand at Apex that our customers prefer the concept that: value equals benefits minus costs and we use this equation to drive our business. We appreciate that customers use their experience with our organisation to evaluate whether they should continue to do business with us or not. This means making our customers the center of our universe and accepting that the only point of view that really matters, is if our customer’s becomes the hallmark of our operations.
We realise at Apex that we cannot create value for our customers by sitting on the side-lines. Apex deliberately enter our customer’s world. The aim must be not to satisfy our customer, but to make them successful. To do this we tend to conduct allowed research into the business world the customer is involved in so that we can get to know our customers. We also train our staff to think like our customers and to see the world through our customer’s eyes. At Apex, we ask salient questions in a good way and use the answers provided as a tool of getting to know our customers. Most importantly, Apex sets high service standards that are monitored in accordance with their performance against those required values the customer expects. This puts a hard edge on being customer driven.
As a Process oriented organisation, Apex understands that even the best designed processes cannot operate themselves effectively. We believe process must have a human face. It takes people to make good processes to achieve the desired end. Therefore, Apex being customer driven, understands that it is imported to get the right people doing the right things with the right information made available, coupled with the right levels of ownership and responsibility. Every person involved within the processes designed is seen as an individual business unit and must provide the same required levels of high standard, reporting, correction, redesigning and keeping to time as required in any business.
At Apex, we understand that our customers’ expectations are always increasing, and because our competitors are always improving, we understand that we equally have to strive to innovate continually to find a better way of providing the highest standard of innovative service possible. Improvement is not optional if you want to stay in business. The best approach to finding a better way is to listen to our customers, review the data from our processes and then use a formal problem solving method. We always make sure that we involve our staff. We insist on working as a team, and as such are able to use individual expertise to find new and better ways of doing things. Our job is to create the environment where continuous improvement and innovation can happen. We believe that a structured project management approach will pay the biggest dividends.