Customer orientation is a philosophy in business that puts the needs of the customer before the needs of the organization and business. Oriented Approach Guide You’ve all heard or maybe even used clichés about customer focus or a customer-centric approach like “the customer comes first” or “the customer is always right.”
Most business owners use these terms or clichés. However; Many businesses put the needs and wants of the organization and their company in a higher priority than the customer because it is easier for them to focus on telegram number list what the customers need instead of; Invest in their own needs. If you are one of these businesses, don’t worry because your competitors are probably making this mistake too.Oriented Approach Guide
Customer orientation
According to the report of the Supreme Marketing Council (CMO Council), only 14% of organizations are focused on a customer-oriented approach, and only 11% of them believe that they will be successful with such an approach.
You have the opportunity to change your approach and win in the competitive market:
Customer orientation should be institutionalized in the organizational culture
What is customer orientation?
Customer centricity is beyond the customer experience and is an approach in various businesses and professions where the focus is on the needs of the customer and his wishes are more valuable than the needs of the organization. Therefore, the customer-oriented approach begins with identifying the needs of customers.
An organization based on a customer-oriented approach usually has the following characteristics:
What kind of product does the customer want?
What does the customer expect?
What points makes the customer happy?
How to make the customer more satisfied?
The importance of customer-oriented culture in organizations
The customer-oriented approach is a way of thinking that aligns your business goals with the customers’ goals, and the first step is to know “what does the customer want?” If you can find a suitable and complete answer to this question, you will be satisfiedCustomer loyaltyyou will have
Adopting a truly customer-centric approach requires more than just hiring a skilled and experienced support team. That is, it is necessary to apply the customer-oriented approach as a comprehensive culture in your entire organization. By spreading a customer-centric culture among all employees, you no longer have to worry about which of your employees your customer interacts with. Because you can be sure that they will be well treated and prioritized.
Customer orientation is more than customer obsession
The relationship between customer-oriented approach and customer experience
According to Joseph Michelli, “A customer-centric approach is a commitment or strategy that ensures your customer’s success. While the customer experience is a set of perceptions that result from the customer’s interaction with your brand and organization.Customer experienceThe result is a customer-oriented approach.
Customer service skills
unanimity
Ability to understand and act on customer data
Agility (customer-oriented companies adapt quickly to customer needs)
Effective communication
Active listening
Problem solving skills
The importance of a customer-oriented approach
Keeping customersIt is more cost-effective for you than attracting new customers
If your customers are happy, they will become ambassadors of your brand and introduce it to others.
Today’s customers know exactly what they want, they are very knowledgeable and have more resources than ever before.
causeIncreasing customer lifetime valueAnd the cycle of his presence becomes.
The impact of a customer-oriented approach on businesses
5 solutions for implementing customer orientation in organizations
1- Hire the right people
Support team and customer affairs are very important in your organization. Instead of hiring experienced people with different skills, look for empathetic people who can solve problems. You can even target people yourself based on organizational culture, product knowledge, etcCustomer retentionteach
Your support team should constantly communicate with other teams, especially the product team and the sales team, and have the power to suggest changes that will benefit customers in the long run. For this, you can use a common customer management platform.
Article “11 psychological tips to quickly build trust with potential customers”It is one of the useful materials for experts or sales managers that we suggest you read.
2- Value your employees
The more job satisfaction your employees have and the happier they are at work; It is easier for them to focus on customer orientation.
Customer orientation should be present in all parts of your organization
3- Make a pattern
Your entire organizational structure should embrace a customer-centric approach. This means that this approach should be a part of your organizational culture and everyone in the organization should know what your organization’s values are and follow them. In order for the employees at different levels of the organization to be aligned with the customer-oriented attitude that governs the organization; They should be aware of the expectations, wishes and needs of customers. For example, you can provide access to customer feedback for all departments of the organization. Or provide a customer experience (CX) report to others in various meetings.
4- Understand the customer and get feedback from him
Customer understanding is very important. You must empathize with and listen to customers who are upset. In a customer-oriented approach, it is very important to truly understand customer needs.
You need to know what customers think about your product and service and what needs to be improved. Also, you should best tools and technology for b2b lead generation simply ask the customer whether the interaction with him was good or bad. An easy way to do this is posting Customer Satisfaction Survey (CSAT)or Customer Effort Score (CES) so they can provide additional feedback about their experience.
In addition, you should also monitor the feedback of your customers on social networks because surveys are not the only way to know the customer’s perception of your brand. Look for the following in social networks:
Common complaints
Frequently asked questions
Other support items that need to be addressed
Also, try to answer them quickly. When a customer thailand data asks or complains on social networks; You should properly identify the issue, provide information, and close the issue by thanking the customer and apologizing for the problem. Quick and helpful responses on social media can help you manage your customer relationship intelligently. In this regard, you can write “How to use social networks to manage customer relations intelligently”Read the