Keep your clients at the heart
Customer-centricity = Customer at the heart!
“What product or service can I sell to our customers?”
“What relationship do we need to establish with our clients?”
“How can we make money from our clients?”
If this is the type of questions you are asking yourself as a business leader, you may find yourself way off track to unleash sustainable growth and profit.
Start with replacing I, us or we by THE CUSTOMER*.
What does your customer need and how can we help? What relationship do our clients expect us to establish with them? What value do our clients need to see before they are willing to pay? How can we be meaningful and pleasant in any encounter with our customer?
That’s the kind of questions that should run through the veins of every organization. In all divisions, not only marketing, sales or customer service. Be it purchase, production and operational efficiency, sales or even finance and HR, any outlook or companywide decision should be based on the effect of its outcome on the customer.
Customer centricity is about putting your money where your mouth is. A companywide commitment to customer’s success materializes in many ways. These companies ...
- anticipate customers’ changing needs and desires
- collect customer data (like Churn, NPS, CLV) and share it across departments
- are easily accessible
- meet the customer in person
- provide customer service pro-actively
- look beyond the purchase
Putting customers first and at the heart of the organisation and at the core of the business does not just happen overnight. It urges to reconsider processes and structures, step by step. It takes a whole team (not only the C-level in charge) being skilled to put themself in the shoes of the customer, to minimize customer effort and maximize customer value.
Is every one in your organization putting your clients first?
We will be pleased at Mentor and Men to guide your organization in turning it into a customer-centric business.
*Customer here applies to customers in B2C and in B2B(2C). The duality of the latter (your customer in B2B may have his own customers as B2C) only adds a dimension to the challenge!
