The phrase, “consumer is king” dates back to the onset of what’s known as the information era. This is the age of technology and entrepreneurship that classifies present day, as well as the past couple decades. At the heart of the phrase is the philosophy that in an open and competitive marketplace, the informed consumer has more ‘buying power’ than the businesses do ‘selling power’. Because of this power dynamic, consumers have helped establish ISO standards.
ISO standards, by and large, are meant to address organizations operations at a high-level and provide widely-implemented and aligned international standards. To achieve setting standards that are applicable to organizations as small as a single person, to as large as a multi-corporate conglomerate, the standards were crafted from a variety of inputs, and with an important element of flexibility.
To establish ISO standards, the professionals involved have gone through a series of processes and procedures focused on garnering as much information and expert knowledge as possible. The efforts have led to a massive database of industry-standards that organizations can mold and customize to fit their business or organization.
However, industry-pros weren’t the only focus-groups that needed to be taken into consideration. Converting the consumer to a customer is the end goal for many organizations, large and small. In order to do that in a crowded marketplace, however, takes much more than flash and showmanship.
To really win lifetime customers who have a significant lifetime value (from repeat sales, word of mouth referrals, and of course social media promotions), takes consistent quality, and top-shelf customer service.
In a day and age where most products are a dime-a-dozen, companies need to stay one step ahead of their competition at all times. In that same vein, it’s arguable that customer service and the customer experience are two of the most important functions within an organization.
Because customers have more access to information, and more access to information sharing – there’s simply much more info available on any business, including reviews and consumer feedback. From a simple Google search, potential customers can see hundreds to thousands of reviews on nearly any competitor.
Customer service, and the customer experience have proven time and time again to be factors that drive consumer action. Whether that action is a purchase, or posting a negative review is on the shoulders of your organization’s consumer experience department. ISO standards help organizations improve efficiency, and focus on the consumer by prioritizing the consumer experience.
This may seem like a no-brainer, but consistent quality is a major factor in continually winning clients. In fact, one bad experience with a company can drive a long-time customer to jump ship and move to a competitor.
Providing quality goods and services to new and existing customers at every step of the consumer experience is the best way to generate lifetime customers with a high sense of brand-loyalty and trust.
For more information on how consumers helped establish ISO standards, and all of the information you need to start implementing ISO standards today, visit ISO Directory, and get in touch with an ISO professional ready to tackle all your ISO needs.