To drive repeat business, it is essential to enhance customer loyalty, however, a customer-centric organization requires a lot more than offering a good customer service experience. As a business, it is imperative to commit to and create a culture around the customer’s wants and needs.
But the question is How do you become a customer–centric organization?
The answer to this question has four components: Relevant, reliable, responsive, and convenient now let me explain in detail how you can use this component in your business.
Relevant: Offer the customer want he wants and wants he needs make sure to be up to date with the market so you can satisfy your customer’s needs.
Reliable: Be consistent and timely
Responsive: make sure to listen to your audience not just respond listen with the intent to understand so you can act on the needs of your customer how do you do this? You can try focus groups and by doing this you can have a reality of how your product or service is doing in the market in other words social listening always listens to what your customers are saying about your products or service.
Becoming a truly customer-centric organization is complex and long however making small changes and adding processes can benefit your employees and your customer. Always make sure to put yourself in the shoes of your customer so you can deliver an amazing customer experience.
As an entrepreneur, do you implement these components in your business? Food for thought!
Until next time!