You might have said that the customer is always right, or that the customer comes first more than you can count. Every business owner says these things.
However, do you really focus on these phrases in your business strategy?
Honestly, maybe not. Most companies focus on what they need rather than what their customers need.
This includes lower costs and more sales.
The important thing is that you can’t really improve your bottom line as much as you’d like if you don’t focus on your customers.
Fortunately, you are not the only company making this mistake. Many of your competitors as well. Their digital marketing strategy likely does not contain a forward-thinking approach to customer needs.
So what does this mean to you?
This means that you have a chance to move forward by doing a better job When it comes to making your customers a priority. The key to all of this is customer orientation, which is the focus of this blog post.
What is customer orientation?
Customer orientation can be defined as a specific business approach that can be taken to put the customer’s needs first and foremost, even on the needs of the business itself.
Customer-oriented companies realize that they cannot be successful if they do not constantly focus on customers, their satisfaction and their needs.
And therefore, All parts of the work, including Sales and marketingYou must maintain focus on customer needs.
Basically, being a customer-oriented brand means that you truly understand that your customers make or break your business.
Why is it important to be customer oriented?
There are many benefits to becoming a customer oriented company.
Basically, the happier you are with creating your customers, the more likely they are to stay loyal to your brand and become your brand ambassadors.
It was reported that 57% of customers stated that customer service is the same One of the main factors that make them remain Loyal to a specific brand.
This is especially true when the customer service experience resulted in their problem being resolved quickly.
On the other hand, when customers have to stay on hold for long periods of time for help, it can lead to a horrible customer service experience.
Moreover, it is much more cost-effective to retain your customers compared to the need to acquire new ones.
In fact, getting an entirely new client can cost you seven times more.
By focusing more on your customers, particularly in terms of the quality of customer service, There is a better chance of sticking with it.
Finally, focusing on your customers seems to be the right thing to do. The best part of it all is that you can improve your bottom line by becoming customer oriented.
How to implement customer guidance
In order to put customers’ needs and wants first, you must understand who they are and who your customers are.
Therefore, you must first identify the needs of your customers, which means researching the buyer’s personality, needs and interests. Once you do that, you can really start implementing customer orientation.
Here are some things you can do to define your overall strategy.
#1: Get customer feedback
Before you can really focus on your customers, you need to know what they are thinking.
This will allow you to find areas that need improvement. Therefore, you need to get feedback from your customers, and it is a good idea to do this on a regular basis.
One way to get customer feedback is by using Customer Satisfaction Surveys.
You can make things as simple or as complex as you want with these surveys. The most important thing is to ask if their experience was good or bad and provide them with a comment box where they can leave additional comments in their own words about their experience.
You can also use customer effort score surveys, which will allow customers to rate the ease of their experience.
Again, leave a comment box for their own words if they have additional feedback to provide.
Whichever method you prefer, the main goal is to determine how positive your customers’ customer service experience is and how easy it is for them to solve their problems.
#2: Use the notes to set future goals
While examining the feedback your customers provide, you may be shocked to find out what areas you are lacking. Now is the time to tackle those areas with new goals.
For example, if you have a particular agent with low scores on a customer satisfaction survey, you will need to pay more attention to their work.
Moreover, additional training may be a good idea to help them improve in the areas where they suffer.
If your Customer Effort Score surveys show that customers prefer live chat interactions over email correspondence, you may want to reduce email response times.
While this may not be where your customers are most happy, it can improve their satisfaction if they receive a quicker response than usual.
#3: Be empathetic
In order for you and your team to know how to properly assist a customer, you must be able to empathize with them and the challenges they face.
If you can put yourself in their shoes and understand how they feel, you will be able to help them feel better while also helping them find a positive solution to their problem.
Empathy means using gentle, thoughtful dialogue, even when you want to say “no.” Or let the client know that you are unable to help them in their particular situation.
Preparing a list of specific empathy phrases for your team to use with customers can go a long way in improving customer communications.
Don’t forget that empathy is also about asking questions and active listening.
You should ask questions to identify the problem your customer is having, as they may be so dazed that they aren’t really telling you outright.
At the same time, you must actively listen to your customers to “hear” what they have to say or not.
If employees can learn to use empathy when dealing with customers, regardless of whether it is related to customer service or something else entirely, then meaningful relationships can be built with customers who will remain loyal to the brand.
#4: Recruit the right people
It doesn’t matter what kind of customer orientation strategy you have if your customer service team isn’t made up of the right people.
Many companies hire based on skills, but skills can be taught.
When you are trying to move towards a customer-focused brand, you need to focus on individuals with the right personality and attitude.
Make sure your team members are empathetic and can solve problems.
Remember, your team can literally create or break the customer service experience your customers have with your brand.
#5: Give your customers something new
Clients know how strong they are, and they always want to indulge in new experiences.
Therefore, the same old promotional rhetoric will not solve the problem anymore. Instead, you need to focus on establishing a relationship with your customers to encourage regular consumption of your content and products.
How do you do this?
One way is to offer your customers something they haven’t tried yet with your brand, such as interactive content.
Examples of interactive content include charts, quizzes, calculators, videos, and more – all of which can help create an unforgettable experience for your customers.
Interactive content is very successful, as it is more attractive than static content. It has been shown to have at least twice the share of regular static content.
Interactive content can also be used to capture high-quality customer data, improve lead generation, customer retention, improve overall engagement, and much more.
Examples of Customer Orientation
There are a lot of companies that have already implemented a customer orientation approach in their business.
Here’s a look at a few of the most successful people who put their customers first in their business model in case you need some inspiration for your own journey.
No. 1: Apple
Apple is a company that fully understands customers’ needs and builds just for them.
Let’s think of the iPod. While there were other similar products available at the time (standard MP3 players), they only accommodated a certain number of songs, such as 30 to 40 songs.
Of course, this was fine with most people who are used to the Walkman.
The first iPod was capable of holding 1,000 songs. It was there, but it was exactly what the customers wanted, even though they didn’t realize it. But Apple knew.
To be customer-oriented, you not only need to focus on the needs of your customers, but You should also anticipate these needs before they even realize they have them.
No. 2: Harley Davidson
This is probably a company you’ve been expecting to see here, but Harley Davidson knows how to get the job done when it comes to prioritizing customers.
It all starts within the job interview process.
Anyone hoping to become a Harley Davidson employee should be able to demonstrate their knowledge of Harley Davidson in general as well as how bikes work.
The company only wants to hire people who are familiar with the products it sellsThese individuals are more likely to be able to communicate and confirm with existing and potential customers.
This creates a rewarding and unforgettable experience for customers.
The only thing that distinguishes Amazon from its competitors is its ability to Personalize each customer’s experience.
For example, the product recommendations section of the website uses advanced technology to determine customer browsing data based on previous purchases and searches.
This allows customers to feel that Amazon knows what they need before they need it.
Conclusion: Are you ready to take the customer-oriented approach to business?
Don’t assume that you have to go through a complete restructuring of your company in order to become customer oriented.
All you have to do is make some minor changes here and there So that you and your team put customer needs first and foremost.
While switching to a customer-oriented approach will certainly take time and effort, you can build levels of trust with your customers that would not otherwise be possible.
Ultimately, the more you care about your customers, the more your business will grow.
If you really want to take your business to the next level, Check out Rock Content Magazine for everything you need to know Data Driven Marketing.