How to Build a Customer Centric Culture. Best Practices 2

In a customer-centric culture, every person shares the collective goal of creating memorable customer experiences. From the C-suite leader who decides to invest in a customer charter to the retail associate who gives his best shot to tracking the product the customer requires.

Each person is aware that the customer is the most important part of their job and they have an important role to play in providing a stellar customer experience.

Being customer-centric is easier said than done. A lot of organizations face some roadblocks when they start to make this vision a reality. While some fail to integrate it in their value system, others find it hard to employ new values in their day-to-day processes.?

When one in three customers will leave a brand after just one bad experience, it is important to make way for customer centricity. So, how do we do it?

1. Connect Culture with Customer Outcome

An effective way to keep managers and their teams motivated is to highlight how a customer-centric culture impacts results. Businesses should ensure that they establish a clear link between culture and customer impact.?

When you have an enhanced employee engagement model, your client experience scores will see an uptick.

1. Start With Your Leadership

A Harvard study highlights that while CEOs spend about 72% of their time in meetings, only 3% of their average time in a week goes to interacting with customers.?

Unless leaders start to practice what they preach, the dream of company-wide customer-centricity will never be realized.

1. Don’t Forget to Measure It

You won’t know how successful you are if you don’t measure your initiatives. Create a continuous cycle of reviewing and be willing to accept errors. It is also crucial to go beyond churn reduction and lifetime customer value.?

Ask what your customers are thinking. You can also make use of customer surveys and social media platforms.

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