Unless your company is able to focus on customer needs, the business will always witness ups and downs. Having a culture that is customer-centric will ensure that the employees engage in the manner that is conducive to the consumers. As companies do online businesses, the need to be have a customer-oriented culture is imperative.
Going beyond good services
Offering quality products and services is the job that employees are doing. Now they need to go beyond the usual to serve the customer. They need to build more goodwill to sustain customer relationship. Keeping the customer in mind at every stage is important.
For example, a restaurant with special cuisine gets its stars and reviews from the diners who visit it regularly. They might come for a signature dish and expect the same taste every time. The chef needs to have a system so that the signature dish has the same flavour each time. The diner will expect the same taste, flavour, and price. Any changes in taste, flavour, or price will change the experience and no longer cater to the customer’s expectations. All the way, the customer dictates the experience. The customer will expect an explanation for the change. A good restaurateur owes an explanation to his customer.
Likewise, all other businesses today have to become customer centric to enjoy profits.
Get an immersive view of the customer
When a company is totally focused on its customers, it will get an opportunity to have a 360-degree view of their choices. This can be done with the data available to them. Big data and analytics play an important part in garnering this data. The CRM tools are important to gauge the needs in advance. The tools prove useful because:
- It helps the company to know the buying behavior of the consumer. Companies gather data to know what interests them.
- If consumer behavior pattern is same, companies can devise the introduction of new products. It will add to the consumer experience. Let the best customers know what they mean to you. It is a perfect way to enhance the relationship.
- Segregate the customers based on their preferences. Top-spending customers can be rewarded with loyalty programs.
Despite having the data, there are challenges that keep companies on their toes. The customer is evasive and nothing will keep him from changing brands. If they find a low-cost brand which matches quality then they will shift loyalties. Now the main challenge that any company faces is the advent of social media and mobility. Both are a part of the journey and are once again redefining what the customer needs or preferences. With a robust online market, customers are able to compare prices and make a choice. This means that there are companies that are now struggling to get a breakthrough in this open market. They have to make constant efforts to focus on the customer and at the same time keep them engaged.
Coordination with departments
Without coordination within the company, there cannot be a uniform culture that is solely focused on the consumer. They need to bridge the gap by adding the right technology platforms. For example, create a mobile app for your brand to keep your customer base intact. Employ best practices to keep customers delightful and engaged.
Abhishek Jain has over 10 years of experience within the BPO Industry and Human Resource outsourcing services, contact centre Services india, delivers and manages various offshore/onsite projects in various technologies and domains.Tags: contact centre Services india