Ten Enablers of A Customer-Centric Organization

In the 21st century, many organizations have an opinion on how to run the ideal business. From complicated schematics to streamlined business models, it can be a challenge to isolate the best practices for your industry among the thousands of suggestions. However, you don’t need all of these complicated practices to have a successful business. While having a solid technical understanding of your industry and operations is useful, it’s not the essential function of your business. The real focus of your business, and the key to industry success, is the customer.

Customer centricity means focusing on your clientele as the emphasis of your company, not your products. Many businesses have traditionally focused on product centricity, working to put out the best possible product they can. It would be best if you used to put out high-quality products. Still, by retooling your focus to emphasize customer needs, experiences, and feedback, you achieve higher customer satisfaction rates than if you solely focused on your product.

You can look at the net promoter score (how likely your customers are to recommend your products and services to others), customer surveys, or even looking at the number of customers who purchase from you again. By tabulating these results, you can create a database that tracks and registers the benefits of your new customer-centric plans and shows you areas to grow.

In this article, we are we have gone through the basics of customer-centricity however let’s explore furthermore the ten easy and effective ways to enable customer-centricity in your business today.

#1 Create a Customer-Focused Position
Designating a position within your company, whether it be at leadership or on a local level, to focus specifically on the customer experience will go a long way towards identifying and serving specific customer needs. Make this role the focal point and organizer for all your customer-centricity operations to keep things efficient and to run smoothly.

#2 Know Your Customers’ Worth’s (And Cater to Them)
Though your goal should be to focus on customer satisfaction, not every customer is the ideal target to market. Analyze your customers’ lifetime value, focusing on customers that make recent, frequent, and high-value purchases, and use those as your central point.

#3 Hone in on Customer Empathy
Prioritize understanding the needs your customers bring to the table and retool your customer service and product responses to respond directly to the emotional need your customer is presenting to react to it efficiently and appropriately.

#4 Hire for Customer Service at Every Level
No matter what position your employee holds within your company, their interactions with customers and their take on customer service will contribute to your company’s overall consumer experience. Make sure that every employee you hire has appropriate customer service skills to support your mission.

#5 Create Opportunities for Direct Customer Interaction
In an increasingly digital workplace, making the time for direct customer engagement is essential to preserving customer-centric workplace standards. Train your employees on customer service calls or hold retreats so they can hear feedback directly from their clientele on what their needs are.

#6 Anticipate Customer Needs Based on Current Trends
Thinking one step ahead is a great way to ensure that your customers feel cared for and keeping them happy and centred at the core of your organization. Think ahead and innovate with the future in mind, predicting what your clients might need based on what they’re using now. Working to create future resources that will improve customer’s experience

#7 Increase Feedback Access
There’s nothing as annoying than trying to reach customer service and having to jump through multiple hoops, crawl various website pages, and try numerous phone numbers only to end up nowhere. Expand your customer service offerings and timeframes so that your customers can always reach someone to support them whenever they need it.

#8 Focus on Retention
Look at consistent customers who have bought from you repeatedly and focus on designing your services to keep them purchasing from you. Maintaining an existing customer is ten times cheaper than securing a new one, so it makes profitable business and fiscal sense to keep them in your company!

#9 Transform Company Culture
Focus on transforming the root goals of your company, redefining everything to meet a new focus on the customer as the ultimate reward.
Reward employees who excel in meeting customer needs and encourage this type of positive growth.

#10 Map and Track the Customer Life Cycle
Look at customers who have left your company and map their lifecycle. Identify the moment that you lost that customer and work to implement new processes to remove that barrier for next time.

Wrap-Up

Enabling these tools in your company will help shift your focus to solely customer-centricity. By focusing your customer in all of your business transactions, you’re ensuring loyal and happy customers and efficient and successful business.

If you’d like to know more about how to ensure your business continuity is protected, please visit our website www.cxportal.com, where you’ll find lots of useful information. Alternatively, if you’d like to speak to a member of our team, call us now on +442034416513 and we’ll do everything we can to help.