Putting the customer first: why it’s crucial for success

#CustomerService #Croatia #CustomerExperience #Business #CustomerCentric

When people ask me what I do, I often say, "I help companies deliver success by putting the customer at the heart of what they do." But what does that really mean? At its core, it's about creating a unified approach to customer experience—one that helps staff understand what’s expected of them, how their performance will be measured, and how they’ll be rewarded. This is why many companies invest time and resources into defining process maps, believing that this will lead to a better customer experience. However, as I’ve seen firsthand, there’s often a significant gap between what companies think they’re delivering and what customers actually experience.

I’ve spent years helping companies understand and improve their customer experience. While process maps and strategies are essential, the heart of exceptional service lies in a genuine commitment to the customer. Unfortunately, this seems to be a missing ingredient for many companies.

Let's take a recent online shopping experience in Croatia as a case study. After placing an order with a local pickup option, I was left in the dark for weeks. Numerous calls to a non-existent customer service number were met with frustrating automated messages, ‘All operators are busy, please call back later’. Eventually, I managed to get through via email and discovered a further two-week delay. No apologies, no explanations, just a casual disregard for my time and patience.

This isn’t an isolated incident. It’s a systemic problem—one that’s driving customers into the arms of online giants like Amazon, where service is a given, not a luxury.

?

Why does this matter?

• Lost business: in today’s competitive market, poor customer service is a surefire way to lose customers.
• Damaged reputation: negative word-of-mouth can spread like wildfire, harming a business's image.
• Missed opportunities: satisfied customers are more likely to become loyal advocates and refer others.

Customer-centric strategies for success

To thrive in the modern business landscape, companies must embrace a customer-first mentality. Here are some essential steps:

• Culture shift: foster a company culture where every employee prioritises customer satisfaction. Make it a core value that everyone understands and embodies.
• Invest in technology: utilise tools that streamline communication and improve service efficiency. Empower your employees with the right technology to serve customers effectively.
• Empower pour customers: provide easy access to information. Make it simple for them to find what they need. Offer multiple convenient contact options: live chat, phone, and email.
• Empower your employees: grant staff the authority and training to resolve customer issues effectively. Recognise and reward behaviours that prioritise customer satisfaction.
• Learn from the best: analyse successful companies, both domestic and international, to identify best practices. Continuously benchmark and improve your customer service strategy

?

Think globally, act locally

I now live in Croatia, a small country, but it’s part of a global economy. Customers have higher expectations than ever before. By raising the bar for customer service, Croatian businesses can not only compete domestically but also attract international customers.

It's time for a change. Croatian companies have the potential to deliver world-class customer experiences. Let's make it happen.

What are your experiences with customer service? Share your stories and insights in the comments below.