What I found interesting about the video’s came in the Trend 1 video.

What I found interesting about the video’s came in the Trend 1 video.

Paul:What I found interesting about the video’s came in the Trend 1 video. It mentions that there has been a shift from being product centric to customer centric. The reason for this is that customers view suppliers much more as commodities. You have the high maintenance customers who are constantly calling the call centers and returning products and then you have the low maintenance customers who just buy the standard equipment. Customers are becoming more important as suppliers are trying to mold the product around the customer instead of the other way around.

One instance comes to mind in my current job in recruiting. We shifted almost the other way around where we used to focus more on the customers needs instead of the Air Force needs. So recruiting struggled because the culture out there in the field was to make the customers happy first at all cost. Now we still make all attempts to make our customers happy when it comes to their decision to join but we focus more on the needs of the Air Force. So if a customer goes into a recruiting office demanding a certain job, the recruiter in this day tells the customer what jobs are open based off the needs of the Air Force and not the needs of the customer. If the customer is not satisfied, then they are told to look at the other branches of the military. We had to change our culture because the customers joining were way too entitled and felt that the military owed them something. So we shifted our efforts from customer centric to more Air Force needs centric. I hope that makes sense. I am open to hear what others think about this.

7 Trends in Management Accounting – Trend 1. Authored by: IMA. Located at:https://www.youtube.com/watch?v=gRyW2_Ay2Cw. License: All Rights Reserved. License Terms: Standard YouTube License

2

Gregory

I watched the video on Customer Centric Profitability. The first thing that came to mind was the application “YELP.” My significant other is absolutely in love with that application. When I say “in love with”, I mean she is just absolutely all about it. We don’t have those conversations a lot of couples have when it comes to dining out. If I ask “where do you want to eat”, she opens up YELP and starts looking. For those not in the know, and I am just a novice, YELP is an application that has customer reviews and comments based on their experiences. So if I want to look up a dry cleaning company, I can see what others thought about their price, quality of cleaning, and timeliness. I believe this is pretty much in line with customer centric profitability. She made a negative comment on YELP regarding an employee at an ice cream place taking cash from a customer, then going barehanded to serve out some ice cream without washing her hands. Some time later, she(my significant other), received a message from the company that informed her the employees had received additional training, apologizing, and “please show this email to the employees and receive a complimentary dessert” or words to that affect. Other users have actually messaged her asking specific questions about her interactions at other places. As I understand it, based on the feedback she gets, the company and/or small business owners see a much broader picture of customer satisfaction which will definitely have a direct impact on return/loyal customers. My brother owns his own upholstery business and relies HIGHLY on customer satisfaction. Most of his work comes from word of mouth from his happy customers. His business and livelihood depend on customer satisfaction.