How Did We Put Our Customers at The Center: Transparency, Trust, and Teamwork

Hi, LinkedIn fam!?

As business owners, we frequently find ourselves chasing trends or striving to create the most innovative product on the market. During this process, we risk losing sight of the most important aspect of any business: the customer experience.?

However, as a startup, we recognize the critical role that our customers play in shaping our journey.?

That is why, today, I want to discuss how to stay on top of your game and what our experience has shown to be the most effective. Perhaps you can learn from our experience and implement it in your business to gain more support and overall customer satisfaction.

So, let’s check some important practices we learned along the way.

1. Customer-centric culture

This is what helps everyone on your team understand that everything they do, from hardware to software to design, is about the end user. It is not about what you want the most but rather what you have noticed your customers want or need the most.

What we at CircuitMess like to think of is that we are not making projects or toys. We like to think of it as creating experiences. We are creating your family's Saturday afternoon fun with a DIY project. We are developing your first steps into the world of electronics. This allows us to focus on what is truly necessary. If this is your first step into the world of electronics, our hardware team considers how to make everything as simple as possible; our software team wants to keep you engaged after you build the project by providing you with a variety of activities to do and learn with; and our design team wants to provide you with booklets that are both visually appealing and informative.?

Also, a customer-centric approach is more than just a recipe for short-term success; it is a strategic key to long-term viability. Companies that fail to prioritize customer-centricity risk becoming obsolete relics of the past in an era of new choices, endless competition, and ever-changing consumer expectations.

However, it is important to note that achieving true customer-centricity is a continuous process.

2. Listen actively

My team and I make an effort to listen carefully to everything our customers say. From being extremely active on our support channels and responding to everything in a timely manner to reading and considering all feedback or comments on social media.?

Also, we conducted some interviews with our customers via video calls to gain a better understanding of what works for them and what they would like to change. Whether in our products or services. These turned out to be very insightful, and we enjoyed having them.?

Also, before beginning work on large projects, we like to conduct a survey and listen to our customers as well as those who are not yet members of the community but want to join. That way, we can determine whether something we are working on is viable or not and whether the idea we have is only good in our heads.

3. Transparency and trustworthiness

Let's talk about being real. At CircuitMess, we believe in keeping it honest and transparent with our customers. Whether we're hitting milestones or hitting roadblocks, we're not afraid to share the good, the bad, and the ugly. We're human, after all—we make mistakes, but we're always learning and growing.

From giving you a peek behind the curtain to keeping you in the loop with Kickstarter updates, we want you to see the real us. And you know what? It's paid off. By being upfront and open, we've built a relationship based on trust and respect.

4. Community engagement

One of the most rewarding aspects of the startup journey is the opportunity to maintain a closer relationship with our community. As a startup, we are not viewed as a faceless corporation but rather as approachable individuals with a genuine enthusiasm for what we do. This human touch enables us to form stronger bonds with our audience, cultivating a sense of community and collaboration.

We've embraced this approach by building a thriving online community across multiple platforms, such as active Facebook groups, Discord channels, engaging Reddit accounts, and a dedicated forum on our website. We've enabled our community to engage with us wherever they feel most comfortable by providing multiple channels of communication.

Our decision to decentralize community outreach has proved to be a huge success. Not only do many members contact us for support-related questions via these platforms, but they also benefit from the collective wisdom of other members. It's encouraging to see our community come together to offer help and advice whenever someone has a problem.

In addition to providing help, we've made it a priority to instill excitement and creativity in our online communities. We hold contests, share behind-the-scenes photos and videos, and create content to keep our community inspired.

Ultimately, we want to create an inclusive and welcoming environment in which our community members feel valued, supported, and inspired to participate. By maintaining an authentic and interactive presence across multiple platforms, we can foster meaningful connections that go beyond transactions, enriching the overall experience for everyone involved.

5. Resolve issues quickly and effectively

In addition to building a strong sense of community, another key aspect of our customer success story is our constant commitment to promptly addressing any issues our customers face. Whether there is a missing item in their package, a delivery delay, or a technical issue with soldering, our team is always available to provide prompt assistance and resolution.

As previously stated, a significant number of these challenges are resolved through the joint knowledge and support of our community across platforms. Witnessing this spirit of working together in action fills me with joy. It's truly encouraging to see long-time community members who have knowledge and experience, stepping in to help when a member faces a challenge.

6. Continuously improve

Finally, a key factor in our path to success is our relentless pursuit of learning and improvement, which is motivated by our customers' feedback. When our customers approach us with a problem, feedback, or suggestion, it is critical that we not only listen carefully but also genuinely consider their ideas.

Each interaction with our customers provides a valuable opportunity for growth and improvement. We must carefully consider whether the feedback is consistent with our vision and values, and if so, plan how to incorporate it into our business best.

It is critical to create an environment of appreciation and openness in which customers feel comfortable sharing their thoughts and ideas. This connection serves as a basis for growing our startup into a company that not only meets but exceeds our customers' expectations.

In summary, our startup's success is all about putting our customers first. We've learned a lot along the way, and here are the key points:

?? Customers Come First:?

Everything we do is about making our customers happy. We keep things simple, engaging, and visually appealing to ensure they have a great experience with our products.?

?? We Listen to You:?

We're always here to hear what you have to say. Whether it's through support channels, social media, or direct interviews, your feedback helps us improve.

?? We're Honest and Open:?

We believe in being real with our customers. Whether things are going well or not, we'll always be transparent with you. It's all about building trust.

?? We're in This Together:?

Our community is at the heart of everything we do. We provide different ways for you to connect with us and each other so we can support one another and share our passion.?

??♀? We Solve Problems Quickly:?

If you have an issue, we're here to help. Our team is ready to assist you, and we've got a great community that is always willing to lend a hand.

???? We're Always Learning:?

Your feedback helps us get better every day. We're committed to constant improvement so we can keep delivering the best possible experience for you.