How to make your team more customer-centric?

How to make your team more customer-centric?

In 2022, 83% of customers trust a company or brand more if they provide an excellent customer service experience, up 4% from 2021 (79%).

Cultivating a customer-centric culture within a workforce can be the biggest challenge for the leader, yet the most rewarding. Nowadays customer has a lot of options.

By embracing customer-centric culture and focusing of generating ‘good profit’, companies not only enhance customer loyalty and retention but also foster a culture of employee engagement and empowerment, ultimately driving sustainable growth and profitability.

So how do you do it?
Here are some tips from our content:

1. Think long-term

Create and nurture relationships with customers to build loyalty and retention. It’s also important to define difference between good and bad profit

The meaning of “good profit” refers to the concept of earning profit in a responsible and ethical manner while creating long-term value for all stakeholders involved.

“Bad profits” are revenues earned at the expense of customer relationships.

Examples include exorbitant airline change fees, unreasonable bank fees, and contracts that lock users into a bad experience.

2. Tie compensation to the customer

Reinforce a customer-centric culture through the compensation program.

While some may incorporate Customer Satisfaction (CSAT) or Net Promoter Score (NPS) (the content is available for Pro users) into bonus calculations, there exists a risk of manipulating scores. Therefore, it’s crucial to establish Key Performance Indicators (KPIs) that naturally promote the delivery of customer value.

For instance, if customers prioritize omnichannel experiences, setting sales targets specific to individual channels could undermine this objective.

3. Marry customer-centricity with employee engagement

Ensure the entire company keeps customers and their needs at the forefront of planning, decision-making, and day-to-day execution. For example, it is good practice to start Board Meetings with customer as the number of one item on their agenda.

4. Discover what matters for your customers and your people

Question the organization’s longstanding patterns of behavior, and identify which ones support customer centricity.

5. Treat your company culture as an asset

Building a customer-centric company starts with creating an employee-centric company.

6. Ensure that every employee lives and breathes the customer

Build customer-centric thinking and practices into your mission, values, and vision. Read more on how to do it by subscribing to CXPanda for Free.

7. Capture customer feedback

Listen to what your customers want and need by getting their feedback, reading it and using it to help drive your business.
There’s more content on that for Pro users.

8. Empower employees with customer insights

Arm all employees with relevant and actionable data about customers (more information and best practices on Employee empowerment is available for Pro users).

9. Facilitate direct interaction with customers

Develop ways for employees to interact with customers directly, even in “back office” functions.

10. Reorient sales – from selling to customers to selling for customers

Help the customer make the best decision – for them.

11. Operationalize customer empathy

Identify a customer’s emotional need, understand the reasons behind that need, and respond to it effectively and appropriately. Sign up to learn more.

12. Invest in customer service

See customer support as a revenue generator, not just a cost of doing business.