How to build a client-centric culture

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What does customer orientation mean to you? For some leaders, this is considered a business mindset focused on building strong emotional relationships with customers to increase engagement and sales. On the other hand, some see it as a guiding philosophy shaping decision-making throughout the organization, which is ultimately focused on customer satisfaction and improving the customer experience. But regardless of the interpretation, the bottom line is that the customer is put at the center of the business strategy.


Customer-centric businesses are said to be 60% more profitable than those that are not.

Deloitte
Yet:

Only 14% of marketers believe their organizations use a customer-centric approach, and only 11% believe their customers share the same view.

CMO Council
Given the proven benefits of becoming a customer-centric organization, why does customer-centricity often remain just honest service?

One possible answer lies in the lack of a holistic approach to promoting customer orientation. In this article, we will explore strategies that, in combination, help support this mindset.

Get the right employees
Hiring the right people is paramount when building a customer-centric company. A customer-centric organization at its core tends to hire employees with strong communication skills, a high level of empathy, and a commitment to improving lives. To build loyalty and trusted relationships, it is wise to ensure that communications are personalized and driven by a commitment to providing a positive customer experience.

While job-specific skills can be learned over time, changing Kazakhstan WhatsApp Number List one's personality to fit a customer-centric culture can be a mountain to climb. So paying attention to the right personal qualities is crucial rather than just looking at their years of experience or specific hard skills on their CV.

Ensure service consistency
Companies focusing on service consistency are rewarded with customer loyalty.

Statistics show that 86% of customers abandon their preferred brand after two negative experiences.

Emplifi
This means that you don't have a lot of room for error in service delivery.

Consistency not only increases customer satisfaction, but also communicates to your audience that they can trust and rely on you. While this doesn't necessarily mean leaders shouldn't rest at all, it's important to stay connected in emergency situations, especially if the task can't be delegated. So customer feedback is one of the best ways to hear from your clients whether your company is truly customer-centric.