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No matter what business you are in, all roads lead to customers is what they say. In this age of instant gratification, it is more important for companies than ever before, to build a culture that revolves around their customers. The importance of customer and customer satisfaction should be at the top of a company’s to-do list. A tweet here and there, or a viral negative review can do all the harm. Remember, there is a significant correlation between a company’s customer service practices and its profits. A study done by Deloitte has findings in place that customer-centric companies are bound to be 60% more profitable than their counterparts.
Several companies struggle to maintain a customer-centric culture whereas others lead with a proactive approach and instill well-defined steps to build one. Organizational silos are the most common challenge in achieving customer-centricity. 52% of businesses say that they have functional silos that prevent data sharing, and in turn, prevent them from being customer-centric.
Finding new ways to connect with customers and accelerate service delivery
Providing consistency across channels
Overcoming employee complacency
Time and cross-training
Consistent, effective coaching
Consistent message and training on sales
Now let’s look at a few key strategies you need to create for a customer-centric culture in your own company.
Anticipating the need of your customer is what you will regularly have to do. Getting constant updates and feedback from existing customers is something that your company should be vouching for. It is the feedback that gives your team an understanding of what should change and what is missing. What is the best way to gather feedback? Ask your consumers directly.
Make your questions easy to respond to, and here are a few popular avenues to get feedback directly from consumers.
Social media management: Read and take note of the responses you gather on social media. This can help you highlight an area of improvement.
Net promoter score (NPS): This tool is primarily used to measure customer satisfaction and loyalty with a single question while they are with your brand.
Customer surveys: You can use a customer satisfaction score or customer effort score immediately after an interaction.
In-app questionnaires: Reach out to your consumers with a quick question here or there. This is a good way to gather contextual feedback.
Whatever way you choose, be focused on incorporating feedback in your work. You will soon realize your areas of improvement.
Do not practically sit over the feedback you have gathered. Try and mark your feedback from most to least critical. This will lead your company towards a better customer-centric way in the future.
How do you find out what your customer exactly needs? Take it into listing and create buckets that will relate to your area of work. Checking the bucket regularly, you will soon start to track or locate problems that are arising out of your company. From here, it is much easier to take on. Start addressing the issues and implementing new processes. You should also develop a plan for communicating these changes to your customer base.
One of the major reasons why companies implement customer satisfaction surveys is because these findings give insight. With so many similar brands vouching for attention, you don’t want to miss out on your consumer base that is. Making feedback, an easy and memorable experience is something that every company should be focusing on doing.
There are several ways to communicate with your customers throughout the customer cycle. It can be in the form of
Email marketing
In-app messaging
Newsletters
Live chat
Follow up emails
Giving your consumer the choice to choose how they want to feed you back with their bit is something that will help your company open lines of communication. You are reaching out to them in several ways and they are responding in a way that suits them the most. It is also important that you communicate to your customer that you are working on fixing an issue or problem they are facing upfront. This will ease their mind and help build centricity around your work and your processes.
Once the feedback is in place, now it is your turn to put it to work and create monthly objectives for rectifications or solutions. Try and set a meeting with your team to discuss issues. With issues being dealt with all around, create the right channel to communicate to your consumers that you are working on their issues or queries.
These monthly reviews are important to highlight your company’s focus on customer service. Fostering customer centricity across departments is the need of the hour for any company, whether big or small.
You must spread and nurture a culture of customer centricity across all departments and it is upon you to ensure that every department takes heed of the fact of making their consumers' concerns at the top of their agenda list. Develop and further improve products on the feedback that you garner from everywhere.
These are a few ways to ensure that your company is walking on the path of being a customer-centric company. Always remember there are no shortcuts involved in this and it is a systematic channel or process of feedback and corrections that your organization will have to go through. How fast and how effectively you address your consumers is a top priority and what ways you mend or bend for them will also matter for your company in the long run. It all starts from scratch but as your company grows, so should customer centricity.
After all, being in a business is all about taking care of your customer, and what better way of inclusion than adopting a wholehearted customer-centric approach for the same?
Get to know the best ways to implement specific strategies for your online marketing
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