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How can you build a team that is both customer-centric and user-friendly?

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Customer-centricity and user-friendliness are two essential qualities for any team that wants to deliver value to its clients and users. But how can you build a team that embodies these qualities and practices them consistently? In this article, you will learn some practical tips and strategies to foster a customer-centric and user-friendly culture in your team, regardless of your industry, size, or stage of development.

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1 Know your customers and users

The first step to building a customer-centric and user-friendly team is to understand who your customers and users are, what their needs, goals, and pain points are, and how your product or service can help them. You can use various methods to research and segment your customers and users, such as surveys, interviews, personas, user journeys, and feedback loops. By knowing your customers and users, you can empathize with them, anticipate their expectations, and tailor your solutions to their problems.

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Brigham Iraheta

Direct Sales Field Development Expert, National & International | Former Field Leader | Proven Success in Both |
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When I managed my first customer service team, I remember trying to convey the idea that we need our customers and our job is to understand them in order to understand their needs. One of the best strategies I taught, and even used myself was to use each phone call as an opportunity to discover more about our customers by treating them like people instead of a transaction. You can learn so much during these phone calls that you can't learn in any other way. I then used this information to create better trainings for my team in order to provide the best service possible. I used to tell them: our customers need to leave happy even if they don't leave fully satisfied. They need to know we did everything we could for them.

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2 Align your team vision and values

The second step to building a customer-centric and user-friendly team is to align your team vision and values with those of your customers and users. Your team vision should articulate the purpose and impact of your work, while your team values should reflect the principles and behaviors that guide your actions and decisions. By aligning your team vision and values with your customers and users, you can create a shared sense of direction, motivation, and accountability among your team members.

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3 Collaborate and communicate effectively

The third step to building a customer-centric and user-friendly team is to collaborate and communicate effectively within your team and with your customers and users. Collaboration and communication are key to ensuring that your team is on the same page, that you leverage the diverse skills and perspectives of your team members, and that you involve your customers and users in the design and development process. You can use various tools and techniques to facilitate collaboration and communication, such as agile methodologies, project management software, feedback sessions, and user testing.

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Brigham Iraheta

Direct Sales Field Development Expert, National & International | Former Field Leader | Proven Success in Both |
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When I worked in sales I learned the power of reiterating what a customer said in order to make sure I understood them. Customers really appreciate that. It takes your communication to a whole new level and every customer will feel that you are truly trying to do your best for them. They feel listened to and reiterating gives you an opportunity to prove to them that you are listening or that you are going above and beyond to really understand them. Either way you win. You help the customer feel like the most important part of the issue and that's how you become customer centric in their minds. Use this popular technique and ignore it at your own peril.

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4 Learn and improve continuously

The fourth step to building a customer-centric and user-friendly team is to learn and improve continuously from your experiences, results, and feedback. Learning and improvement are essential to ensuring that your team is adaptable, innovative, and responsive to the changing needs and preferences of your customers and users. You can use various methods to learn and improve continuously, such as data analysis, performance reviews, retrospectives, and experiments.

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5 Celebrate and reward success

The fifth step to building a customer-centric and user-friendly team is to celebrate and reward success, both individually and collectively. Celebrating and rewarding success are important to recognizing the achievements and contributions of your team members, to reinforcing the positive impact of your work on your customers and users, and to fostering a culture of appreciation and recognition. You can use various ways to celebrate and reward success, such as public recognition, incentives, bonuses, and team events.

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6 Challenge and support growth

The sixth step to building a customer-centric and user-friendly team is to challenge and support growth, both personally and professionally. Challenging and supporting growth are crucial to ensuring that your team members are constantly developing their skills, knowledge, and potential, and that they are able to overcome obstacles and cope with change. You can use various strategies to challenge and support growth, such as coaching, mentoring, feedback, training, and career development opportunities.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How can you build a team that is both customer-centric and user-friendly?

1

2

3

4

5

6

7

1 Know your customers and users

2 Align your team vision and values

3 Collaborate and communicate effectively

4 Learn and improve continuously

5 Celebrate and reward success

6 Challenge and support growth

7 Here’s what else to consider

Team Management

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How can you build a team that is both customer-centric and user-friendly?

1

2

3

4

5

6

7

1 Know your customers and users

2 Align your team vision and values

3 Collaborate and communicate effectively

4 Learn and improve continuously

5 Celebrate and reward success

6 Challenge and support growth

7 Here’s what else to consider

Team Management

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