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!