by Larry Mead, Kate Kompelien and Kurt Schroeder
Too often businesses base business decisions on dollars and sense rather than the satisfaction and well-being of their customers. How can you ensure that your customer is at the heart of everything you do? It’s critical to take steps to develop customer-centricity throughout your organization.
We Help You Put Your Customers First
Customer-centricity doesn’t mean that your customers are always right. It simply means that you carefully consider your customers when making key business decisions or developing internal policies and procedures. It also means that every department and employee throughout your organization is committed to meeting the needs, desires and expectations of your customers. Our Customer Experience team offers the insight you need to develop a customer centric culture at all levels.
Customer-centricity means different things to different organizations. Before attempting to create a customer-centric culture, you must first define what the term means to your organization, your employees and your customers. We help you explore the value of customer-centricity and develop its meaning for your unique situation.
Encouraging Insight and Opinions
Your employees likely possess valuable insight into customer needs and expectations. Encouraging employees at all levels to share their thoughts, ideas and experiences is an important part of a customer-centric culture. Our team provides advice on strategies for encouraging employee insight, and using that valuable insight to improve customer experiences.
Tying Success to Customer Outcomes
Many organizations measure and reward overall performance or the performance of individual employees based on financially-driven metrics like revenue or sales. Focusing rewards or compensation on metrics like Customer Effort Scores, Net Promoter Scores and Customer Satisfaction Score will help to instill customer-centricity. Our experts help you define useful customer-focused metrics and milestones and develop strategies for rewarding employees for reaching them.
Practicing What You Preach
Customer-centricity should be a priority for every employee, regardless of their role in the organization. From the top down, every individual and department must embrace the customer-first approach. We work with you to instill that thinking throughout your organization, and to ensure that employees have the tools and support needed to thrive in a customer-centric culture.