Customer centric services

A customer-centric structure is proactive. The goal is to make post-purchase problem resolution as unnecessary as possible. In a strong customer-centric business, customer service processes are mainly ancillary. To be the best for your customers, you need a customer-centric structure backed up with stellar customer service.

They do not focus on the average customer, attempt to acquire or retain low-quality customers, or spend too little on acquiring high-quality customers. Part of the appeal of customer -centricity is that it takes very little business acumen to grasp its core concept. Focus intensely on customers, align your products or services with their interests, and voila: a customer - centric culture is born.

But, a customer-centric company is more than a company that offers good customer service. While customer-centricity isn’t new, it’s increasingly used in the context of, among others, digital marketing transformation, corporate ‘customer culture’, customer experience (management), a customer-oriented business approach and the customer life cyle (including service etc.). Instead of being driven by shareholders or revenue, these companies put customers at the center of every decision they make. Its focus is developing strong, positive relationships with customers before, during and after the sale.

For many companies, this represents a major mindset shift. Assuming that you start with a quality product and service, being customer centric means understanding the customer’s point of view and respecting the customer’s interest. You fix problems, handle complaints, and remember customer preferences. Listening to customers is an inherent part of being customer centric. In the meantime, here is a list that will help you create a customer - centric culture: Define the customer service culture.

This is where customer -centricity begins. Start with the end in mind. What does the perfect customer service experience look like for your customer ? From there, determine what will deliver that experience. You adapt to the specific circumstances of the customer by nurturing a two-way dialogue, adjusting to their timeline, and serving as their greatest problem-solving ally. In other words, you need to focus on building a great customer experience from the earliest stages of enterprise product management and at every stage after.

Create value that drives growth. Achieving customer centred outcomes through service delivery. Government departments and agencies are under increasing pressure to create and deliver more human centric services and provide a more tailored experience for their customers. Private competitive services have set the benchmark for customer centricity and public institutions are expected to follow suit. This philosophy revolves around an ongoing strategy to nurture and care about clients with a long-term relationship potential for the company.

Being customer - centric builds customer loyalty and satisfaction when customers are happy an in turn, start referring new customers. There is a customer - centric continuum that starts with your communication, escalates to behaviours and ways of being, and progresses to your business model. In this style of communication, you focus on connecting with the reader.

Since customer-centricity is directly related to customer experience and customer engagement, it’s easy to believe that it lives with customer service. But remember, this is an enterprise-wide mindset. Good customer service does start with a motivated and talented customer support team.

More happy employees = better customer service = more happy employees = more sales (which is always a nice outcome ;)). In my humble opinion, your first point (about defining the customer service culture) is very relevant indeed. Customer -Centricity is More Complicated.

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