“Customer’s perception is your reality” Steps to build a customer-first-culture within an organization
November 8, 2020at6:30 PM
“Never forget that you only have one opportunity to make a first impression - with investors, with customers, with PR, and with marketing.”
You might be aware of the old aphorism all too well, you get one chance to make a lasting first impression. And in a business context, leaving an impression so good, that lasts on your customers for long is what makes a successful customer experience story.
Building a customer-first culture that everyone working within the organization can easily embrace and live up-to can potentially make all the difference in how your brand is perceived and applauded in the market and within your target customer base. It is important that you engage employees at every level, starting from higher management to store managers and other staff members, help them understand the bigger-picture, facilitate them to in-vision the importance of what they do is what defines your brand, and assist them in identifying the behaviors, processes, and operations that can enable them to execute that vision. It all begins within an organization, in order to set up any culture, to adopt any new idea, to follow any approach, you must first help your employees see the value and reason behind it.
“We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” – Jeff Bezos
Once you succeed in developing the environment of Customer-first-culture among your own employees, you are ready to focus on how to engage with customers. “Customer-first culture” might mean something different to every organization, every brand, based on their priorities, customer base, and other differentiators. The focus here should be to define what your version of being “Customer First” might look like, once you figure this out you can adjust or build operations, and behaviors that bring your ideas to life. Here are some profound insights on how you can execute this process throughout your organization:
The customer’s perception is your reality: Do your research on your focused customer base, learn what they need. Is your brand offering them exactly what they’re looking for? Is your frontline prepared enough and well equipped to make customer-focused decisions? Look for overlooked details and try to overcome any flaws that your customers point-out in their feedback.
Identify and Eliminate: Find out the factors acting as hurdles between you and your approach to building a successful customer-first culture. Eliminate the silos between all channels you conduct your business through, be it in-store or online platforms, this will enable your employees to deliver a consistent customer experience for your business.
Invest in developing the customer care skills of your employees to help them provide assistance to your customer base with your big-picture-vision in mind.
Make your managers act like they are the owners, this approach always helps since they usually manage operations and interact with customers, when they feel like they are managing their own brand, results speak a lot.
You can read about the top five companies and brands that are customer-centric and are setting examples with their great customer services.
Your customers define the course of your success and employees build the ramp. It’s up to you how you want to drive this cart. Every individual count and all the efforts put together to build a success story. Delivering a great customer experience requires effort and focus on how you make your customers feel every-day, every moment, from the time they enter your store. Counting on their feedback and making necessary changes can help you achieve your goals and at DropThoughtwe believe that to build a sustainable relationship with a customer, we must value their feedback. DT believes in building a sustainable, situation-based, and feedback-centric client engagement plan that will not only help businesses to leverage the data collected abundantly but also if done right this can turn into a long-lasting opportunity to keep your customers intact and keep the revenue bar up and running.