Customer Orientation, A Reflection Of Their Culture Essay

1261 Words Nov 6th, 2016 6 Pages
Customer orientation is “the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction” which meets the standards of the customer’s wants and needs. It is also the way in which the organisation is run and is “a reflection of their culture” . One culturally diverse example may be a bank such as ‘Santander’ (as they would follow a formal exterior) and an organisation which is more socially interactive with their customers such as ‘Costa’ (as there would be higher interest in being friendly and gaining conversation). The concept of customer orientation is important to any business as the relationships developed are then used as a foundation for the company, one of which the organisation can adapt their produce accordingly to the buyers requests. This evidently leads to higher sales as the business is relating to what the customer desires. This means that customer orientation listens to the wants and needs of the clients and uses the voices of their employees to discover what a general day to day audience would need; whereas other orientations such as sales would rather use aggressive promotion to gain more trades, even though it doesn’t focus on what the customers want out of the company. Another outlook is marketing orientation, which follows the same suit as customer orientation (where the firm exists to satisfy the customer and provide their wants and needs by researching these requirements as it is…

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