Every organization strives to provide their customers with the best experience, and customer feedback is a key part of this. However, most feedback is simply used to inform analytics and reports, resulting in the customer's voice being lost in translation. True customer-centricity requires understanding customers as individual people, not as an aggregate. It also requires organizations to appoint a customer champion and make customer feedback transparent and accessible. Additionally, companies should act on customer feedback immediately and discuss customers in every meeting.
Customer-centricity starts at the top, with executive management having to embrace and communicate the need for it. The customer champion should be well-versed in the company's customers and support their objective to give them a richer experience. It is also important for customer feedback to be shared across the organization and for customer stories to be told in meetings. Finally, companies should celebrate employees' customer-centric actions and praise their impact.
Employing these strategies will help organizations to become more customer-centric and provide their customers with the best experience. For more resources on customer-centricity, see the links in the article.
Five Steps to Becoming a More Customer-Centric Company
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