Gain­ing com­pet­i­tive ad­van­tage through ser­vice ex­cel­lence

Business First - - CONTENTS - by Matthew Lewis

Matthew Lewis

is Head of CMC Mar­kets Asia

Pa­cific.

Be­fore be­com­ing the man­ag­ing di­rec­tor at CMC Mar­kets, I worked in sev­eral teams within the global nan­cial ser­vices busi­ness, build­ing an ex­em­plary knowl­edge of the prod­ucts and ser­vices the suc­cess­ful com­pany o ers, and the industry it ts within.

Un­der­stand­ing what our cus­tomers want is the rst step to en­sur­ing they feel a deep sense of sat­is­fac­tion in their deal­ings with us. As a trad­ing com­pany we have a mix of cus­tomers with a di­verse set of needs – through un­der­stand­ing those in­di­vid­ual client needs, we are able to build the com­pany and a strat­egy around de­liv­er­ing out­comes that sat­isfy those needs, ul­ti­mately en­cour­ag­ing re­peat busi­ness.

I be­lieve ev­ery busi­ness leader should ask them­selves: is there an op­por­tu­nity to in­crease rev­enue if we signi cantly im­prove our client ser­vice o er­ing?

In this ar­ti­cle I will share how you can keep your nger on the pulse of your busi­ness and fu­ture-proof it against com­pet­ing forces, by putting the cus­tomer ex­pe­ri­ence front and cen­tre of your busi­ness strat­egy.

Eval­u­ate and im­prove

Feed­back should al­ways be con­sid­ered a gi . It en­ables you to make in­formed choices about how you can im­prove as­pects of your busi­ness that may need work. Most im­por­tantly you should take ac­tion based on that feed­back. is is some­thing that I’ve re­cently

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