Customer centricity a key factor required for Service Industry !!!

What do you mean by customer centric way of providing service ?

Customer centric way is to provide positive customer experience from the enquiry, onboarding and after sales. This will help to close the business showing the value you are selling, enhancing customer loyalty and have continuous business growth.

Customer centric ?approach will help to build long term relationship and it will give confidence to the customer to provide you more business.

For being customer centric the main thing to be followed “ Owning the customer “

It means consistently providing value to your customers at every stage of their journey.

·???????Proper sales process which is more engaging with customer. Understanding the pain points of the customer and provide a solution which will solve the pain points and add solution.

·???????Set up a hassle-free onboarding process which is the starting point for the successful customer journey. Set proper SLA’s and KPI’s which will make the process measurable. Involve the operations team members of the service provider and customer to have a productive brainstorm session to set the expectations.

·???????Adding the trained support team who to how to respond to customer queries and proactively solve customer problems.

·???????Key account management of the customer by taking reviews, feedbacks, keeping updated customer with market intelligence, Asking proactive questions to understand the market and the challenges customer is facing, Informing customer new services offered and doing upsell and cross sell.

·???????Groom your customer as your brand ambassadors by providing exceeded expected service.

What are the challenges in creating customer centricity ?

·???????Providing consistency across channels.

·???????Managing different product verticals.

·???????Adding right team members who are customer centric.

·???????Shifting perspective from product centric to customer centric.

·???????Communication gap between Executive, mid-level and frontline teams.

·???????Lack of cross functional Integration.

·???????Lack of end-to-end product knowledge in sales team and the character of selling a product than a proper solution.

How to overcome these challenges ?

·???????Approaching the customer with a solution-based product selling approach.

·???????Understand the customer pain points and advise the right solution.

·???????Provide a proper walk through of your solution from onboarding till billing to the customer.

·???????Train and groom the team to become more customer centric.

·???????Set proper communication matrix and share to the customer.

·???????Create an approachable midlevel and executive team.

·???????Automate the processes of communication with proper escalation matrix.

·???????Own the process and drive it.

·???????Proper knowledge sharing to the sales and operational team.

·???????Measure the performance on quarterly basis.

·???????Collect proper feedback from the customer through NPS survey.

·???????Avoid the blame game culture.

·???????Work like an extension of the customer.

Keep your core value as customer focused and align the whole team behind that, Once you create a customer centric team success will follows.