Here’s an interesting idea, a business that focusses on what its customers want and then gives it to them… Sound familiar? Some companies built their entire model around this idea and some companies completely skipped it. When times are as tough as they have been and money is as tight as it can be, no business can afford to not pay enough attention to its customers.
What does it mean to be customer-centric?
To be customer-centric reflects more of the mindset and beliefs held by those committed to an exceptional level of service regardless of the industry. Having the right state of mind plays a huge role in providing the level of service that you want to provide and that your customers will expect . It’s important to note that the word ‘centric’ comes from the root word for core, center or central. Your business has to be all about the customer before the customer can be all about you.
Why is exceptional customer service so critical today?
Studies have consistently shown that poor service (i.e. attitude of indifference) is by far the No. 1 reason why customers will leave; over competitors and product defect. The Gallup Organization has found that the U.S. economy loses over $360 billion a year due to subpar service. With product features being so similar from one company to another, the customer experience is simply a great and low cost way to create a profitable distinction. Your competitors may imitate what you do, but it’s very difficult to imitate the way you do it. Read More
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