Emakethe encintisanayo futhi egxile kumakhasimende, isevisi yangemva kokuthengisa ayisekho nje isigaba sokugcina sokuthengiselana futhi isibe umthombo onamandla wokusungula izinto ezintsha. Impendulo yamakhasimende, ikakhulukazi izikhalazo, yembula, ngokuqondile nangokwethembeka, lapho inkampani ingathuthuka khona. Labo ababona lezi zinkulumo njengokugxekwa kuphela baphuthelwa ithuba elibalulekile lokuthuthuka.
Ngokusho kocwaningo lwe-PwC , cishe ama-32% abathengi bathi bayawushiya umkhiqizo ngemva kokuhlangenwe nakho okubi okukodwa. Lokhu kuthumela umlayezo ocacile wokuthi ukunganaki impendulo, okungenani, kuyingozi.
Izikhalazo: isimemo sokuthuthuka
Ngaphezu kokugwema ukulahlekelwa, ukulalela ikhasimende kuyindlela eqondile eya emisha. Izinkampani ezihlonipha impendulo yangemva kokuthengisa ziyakwazi ukubona amaphethini okunganeliseki, futhi kusukela lapho, zenze izinguquko ezenza imikhiqizo nezinsizakalo zazo zivumelane nezidingo zangempela zemakethe. Umbiko we-Deloitte uqinisa lo mbono: izinhlangano ezigxile kumakhasimende, ngokwesilinganiso, zinenzuzo engaphezu kuka-60% kunalezo ezingabeki phambili ukulalela ikhasimende.
Ngaphezu kwalokho, ukunganeliseki kwamakhasimende kwembula izindawo ezingabonakali okungaba nzima ukuzibona ngaphakathi kwenkampani. Uma isikhalazo siphindaphindwa, asibonisi nje kuphela iphutha, kodwa nethuba elibonakalayo lokwenza izinto ngendlela ehlukile, ukuthuthukisa ulwazi, futhi mhlawumbe, ngisho nokudala umkhiqizo noma isevisi entsha.
Indlela yokuguqula impendulo ibe yinto entsha
Kodwa empeleni uziguqula kanjani lezi zikhalazo zibe izinto ezintsha? Isinyathelo sokuqala ukudala iziteshi ezifinyelelekayo nezisobala ukuze amakhasimende azizwe ekhululekile ukwabelana ngolwazi lwawo, kungaba ngezinhlolovo ezisheshayo, isevisi eyenzelwe wena, noma izinkundla zokuxhumana. Into ebalulekile ukuthi lokhu kuxhumana kulula, kuvulekile, futhi akulona ihhovisi likahulumeni.
Ngaphezu kokuqoqa impendulo nje kuphela, kubalulekile ukuyihlaziya ngobuhlakani. Amathuluzi e-CRM kanye nokuhlaziywa kwedatha kusiza ukuhlela ulwazi, kodwa umbono womuntu uhlala uyisisekelo ekuboneni izici ezihlukile, ukuhlonza izitayela, nokuqonda ukuthi yini ngempela ebangela isikhalazo ngasinye. Ngokusekelwe kulokhu kuxilongwa, kudinga isibindi kanye nokushesha ukusebenzisa izinguquko, ukulungisa izinqubo, ukuklama kabusha imikhiqizo, ukuqeqesha amaqembu, noma ngisho nokucabanga kabusha ngamasu aphelele.
Futhi akwanele ukushintsha nje: kubalulekile ukutshela ikhasimende ukuthi isiphakamiso noma ukugxekwa kuholele ekuthuthukisweni kwangempela. Lokhu kusobala kuqinisa isibopho futhi kuguqula umuntu owayenganelisekile ngaphambilini abe ngummeli womkhiqizo. Lo mjikelezo omuhle wokulalela, ukushintsha, kanye nokuphendula uyisisekelo sesiko lenhlangano lesimanje, elisheshayo, neligxile kumakhasimende.
Isimo esiqinisekisa inzuzo yokuncintisana
Ngakho-ke ukuguqula impendulo ibe yinto entsha akusho ukuthi kufanele kucinywe umlilo kodwa kumayelana nokugcina ukulalela okusebenzayo nokuqhubekayo, okukhuthaza ukuthuthuka okuqhubekayo kwenkampani. Ezikhathini lapho ulwazi lwamakhasimende lungenye yezinto ezihlukanisa kakhulu ukuncintisana, labo abakwaziyo ukulalela nokufunda ezikhalweni bahlala behamba phambili ngesinyathelo esisodwa.
Izinkampani ezitshala imali kule ndlela yokucabanga zivuna izinzuzo ezicacile: ukwethembeka okukhulu kwamakhasimende, idumela eliqinisiwe, kanye nekhono lokuzivumelanisa ngokushesha nezinguquko zemakethe. Phela, njengoba idatha kanye nemikhuba emihle yemakethe kubonisa ngokucacile, ukusungula izinto ezintsha akuseyona inketho, kodwa kuyisidingo kulabo abafisa ukuhlala befanelekile futhi bencintisana.
Yazisa impendulo. Lalela, uhlaziye, futhi wenze okuthile. Ngale ndlela, inkampani yakho ayixazululi izinkinga kuphela kodwa futhi ivula indlela yokukhula okusimeme ngokusebenzisa ukusungula izinto ezintsha okuqhubekayo.
