All roads for businesses start and end with the customer’s experience may it be channelled through live chat or phone. A company’s success depends on their customers’ satisfaction and this isn’t as simple as just providing after-sales support. At the core of this is the belief that everything the company does is geared towards delighting their customers and providing quality products and services. As such, it is vital that the right kind of culture is built and promoted in the entire company and among all employees to consistently lead to a positive experience for most, if not all, customers.
Here are some ideas to help establish a customer-centric culture in your company:
– Prioritize customer satisfaction
Make it clear to everyone in your company from the top down that customer satisfaction is everyone’s goal. Even for those departments that do not directly interact with customers, they must carefully consider if their actions will impact the customers in some way. The work flow, processes and procedures you use and develop should also reflect this outlook.
– Be aware of how your customers and your agents feel
It’s not enough to keep yourself updated with comments and feedback from customers. Leaders should also interact with the company’s customers from time to time to have an idea of what they feel and how they view the company. At the same time, employees must also be given importance since it is their service that affects the customer. Understanding your workers’ challenges, supporting them and appreciating their efforts will make it easier for them to do their jobs well.
– Find ways to innovate and improve
One of the best ways to get your employees more involved is to have programs that encourage them to suggest feasible ways to improve the processes in your company. Aside from the customer, they have the most insight into how the processes work, and how these can be streamlined further or how to prevent potential problems. This helps your employees see the importance of their roles and also engenders a feeling of unity with their co-workers and the company.
– Reward agents for successful customer interactions
To keep employees motivated and let them see and enjoy the results of their hard work, it’s a good idea to have a reward or recognition system. You may or may not provide incentives but the important thing is to commend them for successfully meeting customer satisfaction standards. This maintains your agents’ enthusiasm, knowing that both customers and their company appreciate them.
– Continue regularly communicating with everyone involved
Keep communication lines open and remind everyone of the need to maintain this mindset. Utilize your marketing programs to continually relay this message to everyone in your company. Try to get everyone’s input and ensure everyone is well-informed on any changes that need to be made. Make sure as well that all are on the same page on how to deal with issues and prevent complications from arising.
By following these tips to create a customer-centric culture in your company, you can increase your business’s chances of success. To further streamline your processes and improve your customer’s experience, you can also delegate some of your functions such as customer support to a BPO service provider. Forward BPO, a growing business process outsourcing in the Philippines, can assist you with all your customer care as well as technical support or sales programs. Call us today.