![]() Social listening - monitoring what’s said about your brand online - can also be a useful tool for building a customer-focused mindset. Share results of customer feedback throughout your business. Or set up a customer advisory board to meet several times a year and discuss industry trends, business priorities, and strategy. Surveys are a great way to find out what your customers really think about your business. Gather and analyze data - such as web analytics, attrition rates, and product use patterns - to gain insight, and invite customers to provide feedback. But customers may be more interested in hearing how it will help make their life easier.Īlthough sales and customer service staff are on the front line dealing with customers, improved customer focus should be a company-wide priority.Ĭreate opportunities for non-customer-facing staff across the business – from the CEO down – to spend time with customers or handle service calls to learn from customers firsthand. ![]() For example, you may believe focusing on a product’s high-tech specifications is the best way for a sales representative to seal a deal. Take a walk in your customers’ shoes to help you gain a new perspective on aspects of your business you’re not close to. To really get to know your customers, put yourself in their shoes and ask:įor example, knowing that a customer’s primary goal is to save time at work and spend more time with family can help you find them the right solution.Įnabling a sense of customer empathy. This involves collecting disconnected sources of customer data into a single, 360-degree view of your customer and, of course, being able to put that data into action to deliver better experiences. To build a truly customer-focused culture, you first need to ensure you understand your customers and their needs. How do you build a customer-focused culture? Since the redesign, the number of children needing sedation has fallen dramatically and patient satisfaction scores have increased to 90%. In another, the MRI is a spaceship transporting the patient into space. In one version, the MRI is a pirate ship. They applied colorful decals to the surfaces of the machine, and machine operators were given a script to lead their patients through the adventure. Unable to redesign the multimillion-dollar machines, they focused on the experience, transforming the MRI suite into a kids’ adventure story. ![]() When designers at GE Healthcare realized that children were terrified of the company’s magnetic resonance imaging (MRI) systems - with as many as 80% needing sedation before a scan - they set out to make them less frightening. Unilever has since acquired it in a deal reported to be worth $1 billion.Įven small ideas can make a big difference. The company launched in 2011, receiving a major boost in 2012 when a YouTube video starring co-founder Michael Dubin went viral. Subscribers of the service receive a nominated number of razors on a regular basis for a set monthly fee. The company has continued to let a customer-focused mindset guide in-store innovation, rolling out easy-order kiosks to reduce waiting time, and partnering with delivery service Uber Eats.ĭollar Shave Club is another company that turned a simple insight - consumers found buying razors expensive and a hassle - into a clever business idea. The restaurant chain introduced an ‘All Day Breakfast’ after feedback on social media and through online surveys suggested widespread interest in breakfast items all day. ![]() What are some examples of a customer-focused organization?įast food giant McDonald’s is known for listening to what customers want and responding accordingly. Similarly, 62% of customers expect companies to adapt based on their actions and behaviors, but just 47% believe companies generally do. Yet many companies are falling at the first hurdle, as they fail to understand customers’ needs and expectations, or to adapt to their actions and behaviors.Īccording to Salesforce’s “ State of the Connected Customer” report, 73% of customers expect companies to understand their needs and expectations, but only 51% believe companies generally do. Putting customers at the heart of everything you do as a business places you in a better position to build relationships, help customers to achieve their goals, and increase customer satisfaction (all key benefits of a robust CRM). Becoming one involves concentrating on how every interaction helps the customer, rather than how it helps your business. What is customer focus? Why is it important?Ĭustomer-focused businesses are built around customers’ needs. ![]()
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