Numerous statistics attest to the importance of establishing a business environment where customer-centricity is the topmost priority. From profitability and competitiveness to employee engagement—all of these goals become easier to attain when you build a customer-centric culture within your organization.
A customer-centric philosophy puts customer satisfaction at the center of your operations. Every product, technology, policy, or approach you bring into your business model always points to the question of “Is this going to make our customers happy?”
For customer-centric businesses, nothing is too over the top when it comes to creating a superb customer experience. You have to give your 100% effort, commitment, and attention like no other business can to earn your customers’ trust and loyalty.
Here are tips on how to lead a customer-centric business.
Put yourself in the shoes of your customers. What do they want, need, or expect you to do for them to improve their quality of life? Upon reflecting on these things, you’ll have a better perception of the resources and strategies that you need to be able to meet as many of your customers’ demands as possible.
As customer-obsessed Amazon bigwig, Jeff Bezos, said, “Customers are always beautifully, wonderfully dissatisfied, even when they report being happy and business is great. Even when they don’t yet know it, customers want something better, and your desire to delight customers will drive you to invent on their behalf.”
As you make customer satisfaction your business goal it’s essential to get your entire team to work with you. You can do this by creating awareness of what customer satisfaction can do for your business. Here is some data showing the value that excellent customer service brings to the table:
Your data will yield the same results most likely, so make sure that you share them with your staff and employees. You need to show the big picture—customer satisfaction benefits everyone—the customers, the employees, and the company.
Just like pushing for a customer-centric culture across the company, promoting customer satisfaction at the employee level is just as effective and important. In fact, individual team members who lead your customer service efforts make significant contributions toward business growth.
When you reward your best customer reps with financial incentives, leave credits, or some other form of recognition for their exceptional performance, you will see their mindset change. Your employees feel empowered and accountable in keeping customers happy through the product, service, and brand of customer service that your company offers.
As more and more companies outsource customer service, recruiters are also playing an essential role in making sure that candidates display a deep sense of customer orientation.
Perhaps you can take this approach, too. Before signing up a jobseeker, make sure that he/she understands that your customer service policies are non-negotiable. This message has to be clear and consistent across onboarding and training, too.
Adobe Systems, the premier computer software company, understands that customer-centricity starts only when every employee has a clear understanding of who their customers are and what’s most important to them. As such, the company has set up open access where anyone from the organization can listen in to calls as help desk agents talk to customers about Adobe solutions.
You can help your employees know more about what motivates your customers in many different ways. Conduct customer satisfaction surveys, organize a meet-and-greet event, interact with them on social media—whatever method you choose, keep your employees in the loop and discuss the key takeaways from your customer service campaigns.
When it comes to customer service, no effort is ever wasted. Consistency won’t only help you to get better at delivering quality products and services, but it will also keep your customers coming back.
This gives you and your employees a good reason to celebrate the fruits of your hard work, so make it count by organizing fun events such as a small celebratory team lunch or treat your team to drinks. Savor the moment and then go back to what brought you there in the first place, which of course is the desire to serve your customers as best you can.
Customer satisfaction, customer experience, customer-centricity, customer obsession—none of these are merely just a buzzword or a trend. These constitute a business strategy that has brought tremendous success and stability for many companies that never fail to make customers feel happy and important.
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