How to Become a Customer-Centric Company
Part of the Customer Service For Dummies Cheat Sheet
Committing to the customer is the way to build (and keep) your loyal customer base. Becoming customer-centric in all areas of your business requires focus, effort, and action in the following areas:
Take a top-down approach as a manager by practicing what you preach in the arena of quality service.
Ask for feedback and use it by regularly surveying your customers and staff.
Train and educate all your staff members and managers in service excellence and teach them the skills they need to be part of a customer-centric company.
Design customer-centric processes and technologies that focus on the customer’s convenience rather than on your own.
Set consistent service standards that are measurable and specific, and spell out the actions that express the service qualities you value.
Reward and recognize service excellence in both formal and informal ways. Remember, what gets rewarded is what gets done!