He makes it sound pretty simple, doesn't he?
Well while the basic premise of business – attracting and keeping customers – hasn’t changed over the past 100 years, almost everything else has.
The legendary business professor
Peter Drucker, once wrote the true objective of business is to “attract and keep customers”.
While all of the factors and influences affecting our businesses have become more complex
the basic objective for MAXIMUS remains simple – know the customer better than the competition and then value them accordingly.
Knowing vs. Understanding Your Customer
There’s a difference between knowing who is our customer is and understanding our customer. At MAXIMUS we need to do both.
Why Must We Know Our Customers?
As a customer centric company, we have to understand our customers’ problems and convert them into requirements.
From those requirements we define solutions, represented as products. Without a good understanding of our customer, we can’t identify the most important problems, and therefore can’t create the most valuable solutions / products and services
From those requirements we define solutions, represented as products. Without a good understanding of our customer, we can’t identify the most important problems, and therefore can’t create the most valuable solutions / products and services
Our customers want strategic value not commodities
Because of all of these, MAXIMUS intend to gradually shift from customer satisfaction to customer delight. i.e. we are now busy in finding new and innovative way to satisfy the customers so that they remain loyal to us.