Are you truly a customer-centric organisation and getting the most out of your customers? Hmm, you may want to re-consider that. Because what you think your customers need might be very different from what your customers actually need and want.
Ask yourself: Do you really know your customers and what they care about? Do you really understand what journey they go through when interacting with your brand/your organisation? Does their experience with your business truly match their expectations?
Not a lot of businesses can answer all these questions with a ‘yes’. (If you did then well done you! But keep reading still as you may pick up something useful yet.)
Great Customer Experience is crucial
Delivering a great customer experience is hugely important for any organisation. Research by Harris Interactive (Customer Experience Impact Report) shows that over 80% of people will stop doing business with a business because of a poor customer experience they have had. That is a significant number!
Customer experience, also known as ‘CX’, is your customers’ holistic perception of their experience with your organisation or brand. CX is the result of every interaction a customer has with your business, from finding you on Google and navigating your website, to talking to your customer service representative and using the product/service they bought from you.
Everything you do impacts your customers’ perception and their decision to keep coming back or not—so a great customer experience is crucial to your organisation’s success.
Simply put, the better experience customers have with your brand/organisation, the more satisfied they are, the more they will come back and the more they will advocate for your brand.
Being truly Customer-Centric
But great CX doesn’t just happen by accident! Organisations and business leaders now focus more on customer attention than ever before and are operating by a whole new set of rules, because of the advantage it provides in an increasingly competitive landscape.
The key is to grow the value you deliver to your customers.
The best way to deliver that level of value to them is not only by understanding what your customers care about, but also what their business priorities and desired outcomes are. Then you make sure everyone in your organisation is focussed on unlocking that value for them.
As an organisation, channel your authenticity and strengths, ensure consistency, and put right what’s not working. And most of all: go above and beyond by striving to help your customers realize the full value of using your products and services. Such exceptional support not only ensures customer stickiness, it encourages enthusiastic customer advocacy as well.
So, don’t stay behind! Grow your business by becoming a truly customer-centric organisation that helps grow value for their customers. They will thank you for it.
We would love to work with you to reimagine your organisation so you can put your customers first. Let’s chat about how Change & Ways can help.