Furthermore, you need to collect feedback from your customers. Show your customers that their opinions matter and your clients will know that you care about them.
Create a customer-centric culture and mission statement
Brand identity and company culture matter. Much of this is driven by your mission statement. What does your mission statement look like? Does it focus on your company? Or, does it focus on the customer?
There is never a second chance to make a first impression. You need to make that first impression count by showing your customers that they come first. You can do so by including the customer in the mission statement.
Ideally, mention the customer toward the beginning of your mission statement.
Encourage employee engagement and empowerment
The company leadership team might care about the customer, but the customer is going to interact with your staff members and employees more often.
Therefore, you need to have a strong customer experience strategy that focuses on employee engagement and empowerment. Make sure you encourage and incentivize your employees to go out of their way to help your customers.
You might even want to reward employees who receive positive feedback and plaudits from your customers. Make sure you hire employees who are engaged and energetic about helping your customers and reward employees who have positive interactions with your customers.
Incorporate customer feedback to inform decision-making
Do you want to show your customers that you truly care about them? If so, you need to care about their opinions. You need to collect feedback from your customers to let them know that you truly care about what they have to say.
Then, be transparent. Show customers that you have collected certain types of feedback and spotted a trend.
Show your customers how you changed your operations, products, and services to match the feedback you’ve received. This can go a long way toward ensuring the success of your customer-centric company strategy.
Top methods for collecting customer feedback
There are plenty of ways you can collect customer data and feedback. Some of the top methods include:
- Live chat windows with your customer service reps
- Recorded phone calls
- SMS text message surveys
- Email customer service responses and surveys
- Social media messages, such as Facebook, Twitter, and Instagram
- Surveys and messages from the company app
The more portals you can use to collect feedback, the better your strategy will work. You might also want to provide an option for your customers to leave feedback anonymously.
How to implement omnichannel customer service
You need to have a strong customer service strategy that encompasses all aspects of your customers’ needs. This might require multiple touchpoints, and that is why you need to think about omnichannel customer service.
When you implement omnichannel customer service, you incorporate multiple modalities and representatives to comprehensively address the needs of your customers.
You might be able to collect feedback using the channels above, but your agents need to have access to the same information to adequately address the needs of your customers.
Having a strong customer relationship management program that can record the interactions your team has with certain customers will allow your agents to pick up where the previous agent left off. This can help you develop a strong omnichannel customer service strategy.
Empower employees to prioritize the customer experience
Ultimately, your employees are going to be the ones interacting with your customers the most. You need to give them the tools and training necessary to prioritize the customer experience. Some of the ways to do this include:
Train employees on customer-centric practices
You need to train your employees on some of the most important customer-centric company practices. They include:
- Always validate the feelings of the customer when interacting with him or her.
- Follow-through on promises, meaning that employees should not make promises they cannot keep.
- Follow up with customers after an interaction has finished ensuring customer satisfaction.
- Train your employees on basic skills that can diffuse difficult situations and calm down customers who might be angry.
With a customer-centric strategy, your employees will have the ability to ensure the loyalty of your customers.
Encourage customer-focused decision-making
You should also encourage your employees to have a customer-focused mindset. This means employees should focus on providing a positive customer experience before, during, and after the sale.
Employees need to reduce customer wait times, ensure customer transitions are smooth by communicating with one another, record interactions in the CRM system, and treat customers as people instead of numbers. These simple steps can ensure employees focus on the customer with each decision they make, which is an essential component of a customer-centric organization.
Continuously monitor and improve the customer experience
You need to monitor your customer experience by following key metrics, such as your churn rate, Net Promoter Score (NPS), and customer lifetime value (CLV).
Mailchimp provides companies with the tools they need to maximize the customer experience. Take a look at a few of the top tools today, and make sure you develop a customer-centric approach.