The Journey to Customer Obsession: A Multi-Level Approach to Improving Net Promoter Scores

In today's competitive marketplace, businesses that put the customer at the core of their operations are more likely to succeed. This is because customer obsession leads to increased sales, improved customer satisfaction, and reduced costs.

Whitehall Consulting is on a mission to help businesses become customer-obsessed. In this article, we'll discuss the multi-level approach we take to improving Net Promoter Scores (NPS).

The Benefits of Customer Obsession

Customer obsession is a mindset that puts the customer first in everything a business does. This includes understanding the customer's needs, pain points, and expectations; anticipating their needs; and going above and beyond to meet them.

There are many benefits to customer obsession, including:

• Increased sales: When customers feel valued and appreciated, they are more likely to do business with you.
• Improved customer satisfaction: When customers are satisfied with their experience, they are more likely to stay with you and recommend you to others.
• Reduced costs: Customer obsession can help to reduce costs by preventing customer churn and reducing the need for customer service.
• Increased innovation: When you are focused on the customer, you are more likely to come up with new products and services that they want and need.
• Competitive advantage: Customer obsession can give you a competitive advantage over your rivals.

The Challenges of Customer Obsession

While customer obsession has many benefits, it also comes with some challenges, such as:

• Resistance to change: Some people may be resistant to change, especially if they are used to doing things the same way.
• Measuring customer obsession: It can be difficult to measure customer obsession, as it is a complex concept.
• Sustaining customer obsession over time: It takes effort to maintain a customer-obsessed mindset over time.

To enable these benefits, overcome the challenges and make your organization customer obsessed, your need to build your employees' customer obsession competencies and develop these skills to ensure that they are focused on the customer in providing them with an excellent experience.

The Six Competencies of Customer Obsession

There are six key competencies that are essential for customer obsession:

1. Understanding Your Customer: Employees should have a deep understanding of their customers' needs, wants, and pain points. They should also be familiar with the customers' businesses, industries, and markets.
2. Ability to build collaborative relationships: Employees should be able to build strong relationships with customers, colleagues, and other stakeholders. They should be able to work effectively with others to solve problems and achieve common goals.
3. Attentive Engagement: Employees should be good listeners and be able to understand the customer's perspective. They should also be able to ask clarifying questions to ensure that they understand the customer's needs.
4. Accountability: Employees should take ownership of customer issues and work to resolve them quickly and efficiently. They should also be proactive in identifying and addressing potential customer problems.
5. Anticipation: Employees should be proactive in anticipating customer needs and taking steps to meet those needs. They should also be willing to go the extra mile to help customers.
6. Efficient Problem Resolution: Employees should be able to identify and solve problems in a timely and efficient manner. They should also be able to think creatively and come up with innovative solutions to problems.

The Three Levels of Competency

We define three levels of competency for each of the six competencies:

• Baseline: This is the basic level of competency that is required for success in the role.
• Skillful: This level of competency demonstrates success in the role and requires minimal manager support.
• Expertise: This level of competency is an inspiration and role model for others and leads the way in customer obsession.

These are just some of the key competencies that employees in a customer-obsessed organization should have. By developing these competencies and level them up employees can help to create a customer-focused organization that delivers a positive customer experience.

How Whitehall Consulting Can Help

Whitehall Consulting offers tailored training and consultancy services to help businesses build customer obsession and improve their Net Promoter Scores. We can help you:

• Understand the six competencies of customer obsession
• Assess your current level of customer obsession
• Develop a plan to improve your customer obsession
• Implement the plan and track your progress

If you are serious about becoming a customer-obsessed organization, we can help you get there. Contact us at info@whitehall.com.ph or call us at +639753744895 to learn more.