Successful organizations are customer-centric, focusing on meeting customers' needs or solving their problems. Companies often forget about customer service and focus so much on revenue when they scale up. Customer-centricity will make your staff carry out their business activities in a way that maximizes value for customers. In this blog, we are sharing 4 actionable tips to help your business become more customer focused.
Tip #1: Build the right culture
Customer-centric cultures begin bottom-up with customer-oriented hiring and top-down with establishing customer-centric culture protocols for the entire organization. Having the right people will enable customer-centricity to become part of your company's culture. Many companies talk about empathy, but few actually understand what it means, much less practice it. Customer empathy involves identifying a customer's emotional needs, understanding them, and responding to them effectively and appropriately.
Tip #2: Eliminate Silos
Customer-centricity cannot be built by one team alone but by the entire organization. Imagine you have a customer with a pricing question that should ideally go to sales but reaches out to customer support instead. Rather than passing the baton to your sales team, your support team should offer help to your customers. Inter-team communication and collaboration can only be smooth when everyone shares the same information, has the same goal or mindset, and has the right processes and tools. Get software that makes collaboration easy and keeps everyone on the same page, which is key to outstanding service.
Tip #3: Enhance Skills
Customers-centricity relies heavily on customer service. You demonstrate customer-centricity by anticipating and resolving customer problems, offering self-service to your customers, and maintaining responsiveness and resolution times. Ensure that you are available on the channels your customers often use, such as email, phone, social media, and mobile messaging apps. You can improve your company's customer experience with omnichannel customer service software. You can also incorporate proactive customer support strategies and automate complex workflows. As soon as the strategy is incorporated, you can provide self-service options such as a knowledge base, chatbot, and community forum to enhance your customer-centric business. Furthermore, you should track and monitor essential metrics to help you make improvements when necessary.
Tip #4: Act Upon Feedback
Customer feedback reveals how customers feel about your products and illuminate areas for improvement for customer-centric businesses. After resolving a customer's issue, you should send a feedback form, a questionnaire containing closed and open-ended questions regarding their experience with your brand, so you can understand whether your solution was satisfactory. The effectiveness of your customer-centric approach can also be measured via customer satisfaction (CSAT) ratings or customer effort scores (CES). Your strategy and operations need to be improved not just by collecting feedback but also by putting the insights gathered to use. Taking action on customer feedback shows customers you value their input.
Final Thoughts
Ensure that your support service adds value
Creating a product that meets your customers' needs is good, but you should also look for other opportunities to provide value. A customer-centric company strives to give its customers an experience that impacts their lives. You created your products and services to offer customers solutions to their problems. Creating a customer-centric strategy and applying the tips in this blog will allow your organization to operate similarly and put the customer at the centre. The result is increased customer loyalty, happier employees, and rocketing business growth due to becoming a customer-centric organization.
You will be able to build customer-centric businesses with the complete digital solution in one place. Your teams will be able to interact seamlessly with our DSM 2.0+ Omnichannel Support (powered by Zendesk) – all omnichannel messages will be consolidate into one inbox so you can access everything at your fingertips and fully integrated with your e-commerce site, CRM, and ERP.
If you want something lite, try Zendesk Suite (Support, Chat, Talk & Guide). As a Zendesk partner, Zooloo offers a wide range of services, including sales, consulting, implementation support and integration. Get in touch with us at sales@zooloo.asia.
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Tags: #zendesk #omnichannel #digitaltransformation #digitalintegration #digitalsolutions #smestrategy #ecommercestrategy #emarketplace #customerengagement #customerretention #customersuccess #edg #psg
