The success of the business is highly dependent on the after-services offered by the companies. There is no doubt that you will come across competitors in the market and you will need ways to stand out. Unless you do not have a full monopoly over the product, your only savior is to build a business that offers value. Experts believe that being customer-centric and relying on after-service is very important as both these features help with building a successful business.
Don’t believe us? Well, Smith.ai reports that 89% of companies take customer experience as the core of the customer loyalty program. Considering that it is a high number, customer experience can make or break your business. Moreover, 96% of the buyers claim that customer service contributed to their brand loyalty and keeps them coming. For the companies that work on the customer-centric approach, almost 60% have shown more profitability than companies that just focus on other things, which means it, is quite promising.
Big companies like RCN that have succeeded in business have their focus on the customer-centric approach. From making their customer service top-notch to ensuring that their business is able to deliver the best service for their customers, they are able to set a benchmark in the industry. RCN Customer Service is open 24/7 all days a week ensuring that customers can reach out to register complaints, information about bundles or just ask about updates when needed.
Understanding Customer Centric Approach
For a long time, businesses were focused on product quality and marketing. Their goal was to work on the product only so they could deliver better. However, later price became a major contributor, which eventually led to high-value products. Now, people focus on products that offer them better value for money rather than helping them save money. Moreover, as digital and tech services are on the rise the need of customer centric approach is the need of the hour.
The idea behind the customer-centric approach is that companies are now willingly taking customers’ interests and intentions into consideration. From ensuring that their products meet the requirement of their customers to focusing on the after-services, they are building a brand that is meant to keep the customers first.
For a customer-centric approach, the goal is not just to sell the product but rather to keep the customer coming. This can help them develop a long-term relationship with the customers. Eventually, when there is an issue or the demand for another product arises, this can help them switch or adjust accordingly.
Building a CS with Customer Centric Approach for Your Business
Now that you know why a customer-centric approach is important, it is also important to know how you can turn your build a customer-centric CS experience for your business:
1. Invest In Customer History
Customer history is very important; as it will help, you work on the product or service that is offered by the customer. moreover, a better customer history will help you keep your marketing laser-focused so you do not end up wasting your money on unnecessary marketing, rather keep it focused on the target audience only.
2. Track the Customer Journey
Customer journey says a lot about your brand, service, or the product that you are offering. A better way to see where you lack, and explore opportunities and weaknesses is to track the customer journey. Tracking customer journeys also will help you see the fastest-selling product, the service your customer dislikes, or which part of your site is convincing people to abandon the cart. Eventually, when the customer reaches out to you for complaints and other details, you will have concrete data to back up your opinion.
3. Value the Customer Reviews
Customer reviews are the free quality assurance points that most business miss. As a result, they have to pay the price in the long run. To ensure that brands are able to meet the requirement of the customers and build a loyal fan base, their goal should be to ask for reviews and feedback. These reviews can then see used as blueprints to build a much stronger brand that offers better service.
4. Work On Details
Businesses are mainly focused on big customers and people who spend more. As a result, they start differentiating between the premium customers can the economic customers. Eventually, this divide makes it difficult for them to build a loyal following. To ensure that brands keep the customers coming regardless of small or huge spending, they need to work on details that really matter to the customers.
5. Stay Connected
Communication is the key to building a successful business. Most businesses make it difficult for the customer to communicate so customers end up splurging all the negative comments and complaints on social media platforms. It is much better to follow an Omni channel communication approach so clients can stay connected to you without struggling.
Bottom Line
To sum it all up, there is no doubt that customer service is the key to business but if your customer service does not have a customer-centric approach, it is useless. With the help of the above-mentioned tips, you can easily build a customer-centric CS experience.
