Maham Riaz (December 28, 2015)
For any business the secret to success lies in making customers the top priority. Creating a customer oriented business culture significantly helps brands with customer retention and loyalty. A customer focused approach involves understanding the needs and expectations of customers with the goal to serve them in the best possible manner. Implementing a strategy that focuses on making customers happy and contented by utilizing all resources and efforts can win you brand advocates. Therefore, if you want your business to succeed and stand out among your competitors devise a customer centric strategy. Define your customer service goals and evaluate your performance regularly to know if you are moving in the right direction. Here are five tips to make your business culture truly customer oriented!
Defining a customer value proposition would help you in coming up with an effective strategy for customer loyalty. Creating a customer value proposition makes it easier for businesses to come up with a list of benefits that a customer would be offered in return for his/her loyalty. Making your customers feel valued should be the top most priority of a business. Thus, the first step towards creating a customer focused business is to concentrate efforts towards retaining customers. Based on your budget you can define your CVP, offering your regular customers loyalty cards and gifts.
In order to create a customer oriented business culture set your service goals and develop an evaluation system to keep a track of your performance. Many businesses claim to offer exemplary customer service but fail because there are no set goals. Therefore, in order to ensure your business is committed towards customer service you need to define what you endeavor to offer. For instance, if you are running a restaurant, set your goals for quality customer service like maximum delivery time 30 minutes, complimentary drinks for all guests and remembering the preferences of your regular customers. Conduct weekly staff meetings to see if you are meeting your objectives or not.
All customer focused companies stress on training all their employees for offering great service. The notion that only frontline staff should be well-acquainted with the do’s and dont’s of customer service is wrong. If you want to promote a customer centric culture, all your employees should be trained to understand customers’ needs, how to deal with customer complaints and being proactive in customer support. Design a customer service manual for your staff and list down all the essentials they need to learn in order to offer customers a delightful experience.
Another vital factor for creating a customer oriented culture is to hire friendly, emotionally sensitive and smart CSRs. Look out for people who are empathetic, possess good communication skills and are good at handling difficult situations. Build a team of emotionally intelligent people who can improvise to set things right for customers. For a customer centric culture, it is imperative to have CSRs on board who have team spirit, are enthusiastic about serving customers and have great listening and verbal skills. CSRs who have the right kind of attitude can help you grow your business.
Listening and giving value to your customers’ opinions is essential for serving them the way they want. Value every customer’s opinion and make him/her feel part of the business. An important step towards creating a customer focused business culture is to know what customers want. Therefore, collect feedback from your customers on modifying the service and experience according to their suggestions. Start off with most recurrent opinions and try to implement them in minimal time. Another advantage of listening to your customers’ suggestions is that you learn about the flaws in your product/service from customers. This is important for creating and executing a customer centric strategy.
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