Becoming customer centric is one of the most important aims of any organization. Companies focused on customer service have more loyal customers, happier employees and perform better financially.
Before we go further, let’s define customer centricity.
Customer Centric Definition:
“Putting customer focus at the heart of everything you do, in order achieve customer satisfaction and loyalty”.
Here are five steps to becoming customer centric.
1. Identify who Your Customers Are
Customer centric companies know exactly who their customers are. Segmentation and CRM software and solutions can further help in the capturing of data and knowledge management.
2. Find Out What Your Customers Want
By asking customers what kind of products and services they would like, you can customize your service and achieve loyalty.
3. Design Your Customer and Sales Process Around the Needs of the Customer
Putting the customer at the heart of your processes and supply chain ensures your business runs smoothly and consistently in the eyes of your customer. Process mapping is a great tool to use here.
4. Train Your Employees
Training is an essential part of providing a truly customer centric experience. Staff training can be done in house or outsourced to an training consultant.
5. Put in Place Performance Metrics and Measure Customer Feedback
What gets measured, gets done is true in this aspect. By consistently measuring your service delivery you will be able to make business process improvements where and when necessary.
Follow these simple steps and you too will be on the way to becoming customer centric.
About the Author
Ian Miller is Editor of Customer Service Manager Magazine – the leading resource and community for customer service professionals.
