A customer-centric culture — the cornerstone of great business
Our customer service expectations are higher than ever before. No matter what we are buying or doing, from a morning coffee to a tax return to a new car purchase, we want personalised service and faster responses.
The good news is, there has never been more opportunity to bring these kinds of solutions to the market. Fast-moving technology has made available devices that are smarter, more responsive and more customer-centric to solve problems customers face (coffee ordering apps, online tax returns, plenty of options to customise a new car).
For a nimble start-up or an industry-disrupting entrepreneur, it's a great time to be in business. But what if you're not?
You have probably heard the term customer centricity being used more and more in relation to customer experience, but why? What does having a customer centric culture mean and why should your business set this as their customer experience goal?
Having a customer-centric design means that you place the needs of your clients at the heart of everything you do, creating an environment that is driven towards bettering their experience. This means having:
- An engaging and collaborative team
- An understanding of the customer's perspective
- A clear customer journey
- Technology in place to better understand your customers
- A system to collect customer feedback
- A customer experience strategy that uses the feedback you have collected
It is these steps that will help create an engaging and collaborative experience that allows you to provide a service that meets the expectations of your customers. If the expectations of your customers are met they will feel valued and show loyalty, which benefits your business in the long run.
Our customer service expectations are higher than ever before. Customers expect a fast and personalised service from everyone, even if it's just the barista serving me my morning coffee or someone at tax time helping with filing my returns!
This high standard may have some businesses sweating, but the good news is there has never been more opportunity to bring these kinds of solutions to the market. With all the new technology, it's never been easier to create a customer centric experience. The most successful businesses are those who recognise that innovation is key and will work hard at staying ahead of their competition by utilising these smarter, more responsive devices.