1. Take steps to improve customer service

Customer-centric companies do not view customer support as a cost of doing business; instead, customer support is considered a revenue generator. A support team at these companies drives business growth.

Customers are closest to your support team. Your support team is in constant contact with your customers and helps them achieve their daily goals. As a company, you can't possibly make better decisions without the support of a great team.

It takes significant time and resources to build a customer-centric company so that your support staff isn't always just fighting to empty a queue. Hire excellent people and treat them as proactive, empowered and revenue-generating professionals. You are measuring customer effort or customer happiness rather than first response time.
As a result of these investments, your support team will be able to have deeper and more proactive conversations with customers. A customer support department is only one part of your overall customer experience, but it is where you demonstrate your company values directly to customers.

2. Involve everyone in supporting

Many customer-centric companies practice whole company support, where all company members spend time helping customers in the support queue. So, engineering teams have a chance to step away from code to observe how customers perceive the product; marketing teams have an opportunity to hear objections so they can better understand customer perception.

As a result, you have a better understanding of the thinking of customers and what issues they are facing, which significantly improves customer satisfaction and loyalty.

3. Proactively seek the feedback of your customers

Being customer-centric requires listening to customers. Without a system for gathering customer feedback regularly, it's challenging to know how to improve the customer experience.

Customers can help you create a product that other customers will love. The customer may not steer your product alone toward innovation, but a truly customer-centric company takes advantage of their customers' feedback.

4. Take pride in your company culture

To build a customer-centric company, you must value your customers and value your employees. Empathy and care must also be extended to your team as well as your customers.

If you want your team to care about your customers, start by making them a priority. Reward those who go the extra mile regularly. Make it clear to all your employees that customers have a voice. In assessing potential new employees, consider whether they share your company values. Ensure that you assemble a team excited about helping your clients succeed. Everybody likes to feel a sense of ownership over their work. Encourage your employees to make their own decisions and delight customers in the manner they see fit. Communicate effectively. Keep everyone on the same page so they don't feel like facing a complex problem independently.

Final Thoughts:

Customer-centricity is the key to your success.

Customer-centric growth strategies aren't always easy to fit into a spreadsheet, but that's not to say they can't work. You can be sure that a customer-centric will be good for your customers, employees, and bottom line. In a competitive market, you may be outspent by businesses with larger budgets and larger teams, but you'll thrive if your values resonate with customers.

Grow better with Zooloo, we are happy to help you get started with digital transformation, please contact us at sales@zooloo.asia.

• Pick up some marketing tips from our “How to” blog series 
• Read about The Digital Transformation Journey
• Learn more about our “Digital Backbones”

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