CREATING A CUSTOMER-FOCUSED CULTURE
Honing in on a customer’s needs and preferences to provide a seamless solution for their business is key to building prosperity in the workplace. If everyone in your company is on the same page regarding a customer-centric model for client communications and offerings, then customer retention, lead generation and profitability will see a significant positive impact.
Nearly a quarter of survey respondents claim they would seek alternative business after one negative experience. In order to prevent this occurrence, create a customer-focused culture within your company.
What does a Customer-Focused Culture Entail?
The first step in creating a customer-focused culture within the workplace is to begin collecting and analyzing feedback regularly. This will let your customers know that you care about their individual goals and are willing to adjust tactics for positive results.
Gathering this information can come from various avenues, but the most genuine way is by regularly checking in during customer interactions. Not through a script that outlines these questions, but through the natural flow of conversation. This method is effective in gathering constructive feedback while generating more than just a business relationship.
Putting measurable metrics to these implemented suggestions will allow your company to understand where improvements can be made. Find a user-friendly resource that allows you to track the amount of customer service tickets received and resolved. Utilize product reviews online to understand how your product or service ranks among the competition. Send a year-in-review survey to customers.
You can’t have a customer-centric culture without an employee-centric mindset. Set goals for these metrics to incentivize customer care within the company; if met, give your employees a token of gratitude for their diligence.
Mindset is an important factor to consider when altering your business model toward customer satisfaction. While you want your company to succeed and grow, be mindful of how you approach the topic. If employees or customers sense that “customer care” is a selfish choice, it won’t come across as genuine; therefore, word-of-mouth advertising could backfire. Put customers first because you truly want their business to succeed as much as your own.
This message should be spread across the whole company, whether customer-facing or not. Encourage your employees to take pride in their customer interactions. If someone is not confident or shy, provide them with the tools necessary to feel comfortable in any client situation. Showing that support to your employees will affect various areas of your business for the better.
It’s Just Good Business
It is easy to get lost in numbers and production as trends shift continuously towards automation and efficiency. But there is still value in providing tailored business solutions with a human element. Not only does it improve customer retention and profits, but it provides your employees with more of a purpose each day.
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