Building a Customer-Centric Culture [And Improving Your Bottom Line]. Best Practices 1

Is your organization customer-centric? If you are pausing to reflect on what this entails, the answer is probably “no”.

Welcome to the age of customer focus, customer experience, and customer satisfaction. These tenets are the differentiating factors of a successful company in the new-age competitive e marketplace.?

So what exactly is customer centricity?

The author of the Handbook of Human Resource Management Practice, Michael Armstrong, defines company culture as a framework of values, norms, and beliefs that may not have been articulated but shape the way in which people in an organization behave.

When you see customer experience at the core of what your company does, you pave the path for a customer-centric culture. Customer satisfaction, then, brings meaning to your organization while improving your bottom line.

Employing Customer Centricity to Achieve your Vision

A study by the Harvard Business Review highlights that the acquisition of a new customer is about five to 25 times more expensive than retaining an existing one.?

Considering its game-changing importance, this is what you should do.

1. Make Way for Customer Empathy

Customer empathy is the ability to identify your customer’s pain points and emotional needs, understand the thought process behind it and act accordingly.?

Many organizations that ace it here encourage employees to spend some time observing their customers. They hire people who know how to express empathy through the written word.?

Similar to the idea of a golden rule, empathy is a concept that everyone understands. While it cannot be quantified by a formula, employees can definitely be trained to infuse it in their processes.

1. Brainstorm

Your vision statements are your go-to source of inspiration when it comes to adopting a customer-centric mindset.?

Now that you have your customer-centric vision in place, you need to devise practices where your people get to live these ideals. Brainstorming with your teams can help you devise a roadmap.?

1. Recognize

Your team members might feel daunted to adopt new practices aligned with the new vision. But when you recognize those who go the extra mile in embracing a customer-centric mindset, you make way for a collective sense of pride. Such people can also inspire others to follow in their direction.

To Better Business Growth!

The competitive marketplace we are in today not just focuses on but demands personalization.?

In this content, think customer centricity as a strategy as much as a culture. It should be ingrained in an organization in order to be recognized by the final decision-maker: the customer.

Deep dive into the various facets of customer centricity with our blog https://bit.ly/3lloALY.