Listening to your customers, acting on customer feedback and communicating back to the customers what approach you took to fulfil the customer’s queries and provide service to them are the key factors to customer support. And all leading organizations that provide customer support typically follow this approach. Customer service objectives must be in line with meeting the customers’ goals. This is what makes a decent customer support provider. Not only does a good customer service provider completely care for the customer, but they also train their employees to face the customers and help them resolve their issues.
Creating a customer-centric strategy
The customer-centric strategy is one of those approaches using which you can build a good, long-term relationship with your customer and effectively give business a boost. The customer-centric approach ensures a good, positive experience for the customers, making them seek your services over and again. A customer-centric business is not just about good customer service. It is all about making sure you retain your customers for the future. It’s all about customer loyalty. And the ways to get it. Think of customer-centricity like this. If you as a customer service representative offer a pleasing customer experience right from the awareness stage and the purchasing stage and finally the post-purchase stage, then you have put your customer first and not to mention, at the core of your business.
The challenges involved in customer-centricity.
Building customer loyalty is one of the aspirations among different organizations alike. However, it’s easier said than done. The challenge lies in retaining the customers and reducing churn rate. So, one of the proposed solutions to this challenge is becoming a customer-centric organization. However, then again, customer-centricity has its own challenges the organization must deal with.
Adopting the culture
Not all organizations have corporate cultures that are customer-centric. There would be all sorts of biased information making the rounds, starting right from the top management, all the way down to the bottom of the pyramid. The top management of any organization perceives an image of the organization that they are hell-bent to maintain. Furthermore, they also need to consider their ROI, before they go about making drastic cultural changes in the company. So, considering all these aspects, the concept of customer-centricity goes no further down than the top management.
Many startups that are popping up today are generally product-centric. So, all the focus is on developing a top gun product. However, no matter how good the product may be, if it fails to satisfy the customers, then developing the product, any further is of no use. So, there is a need for feedback from the customers, not to mention that the product should be developed keeping the customers’ needs and requirements in mind.
Short-term benefits don’t help.
The currently developed product may be of use to customers in some way or the other. However, keeping the future requirements in mind, the product must be improvised upon. At the same time, in the wake of selling the product and driving more sales, the manufacturers often forget to take that vital feedback from the customers, so that they know if the product must be improvised. Nevertheless, product-centric companies fail miserably at this. The reason for this is that these companies like helpscout want to capture as much of the market share as possible for their product and thus totally forget about the value or benefit the product offers to the customers.
Targeting the right customers
Many companies may have come across such questions in the past regarding their product. And that question is whether to sell more or sell well? Therefore targeting and segmentation come in handy here. For without proper targeting or without a definitive knowledge of who to sell it to, the product would be meant for everyone. This is where customer profiling comes into the picture. It is basically a question of who to sell the product to, or who needs such a product?
Having the right kind of sales experience
Every business should have that knack of selling things. It is vital to its proper functioning. So, getting up front and dealing with the customers gives you such an experience, that you will learn about what opinions the customers have about your product or service. Understanding the customer and his needs is the key to any kind of business.
Getting out of the ‘Product First’ ‘Customer Second’ mindset
No matter what product you’re trying to sell, the customer should always come first, and not the product or service. Any product must benefit the customer in some way. So, the product should be designed keeping this in mind. And today, we live in such a world wherein the customer already knows what he wants. So, it is time we come out of the imaginary product-centric world we’re living in, and start getting vital information about the customers’ demands and requirements.
Even the smallest changes you make to the company’s policies can go a long way in the company’s customer-centricity process. However, to become a truly customer-centric company is not only hard and complex but is a long process. In that, it takes some time to make the shift from product-centricity to customer-centricity. However, nonetheless, it can mutually benefit both the customer and the organization. Being customer-centric is all about putting yourself in the customer’s position. It’s about minimizing customer efforts and maximizing customer value.