Businesses benefit from basing decisions on consumers’ wants and needs – studies show that customer-centric companies report faster revenue, profit growth and better client retention*.
Following are tips on incorporating customer experience to improve engagement, loyalty and performance:
1) Foster Empathy for All Stakeholders
Cultivate empathy within your business culture:
- Encourage employees to understand the perspectives of colleagues and clients.
- Design customer experience, leadership experience and employee experience together to help shape a company’s culture and future.
2) Connect Customer Insights to Business Impact
Continuously listen to client and employee voices:
- Integrate what people are saying online & on service calls with social media posts & other public forums to create a more comprehensive picture.
- Connect these insights to tangible and meaningful business outcomes.
3) Amplify Impact with Rigorous Management Practice
Communicate insights with a clear tone and intention of improvement:
- Help your staff see the direct link between customer service and business impact.
- Illustrate how improved customer experience leads to results, such as increased revenue and loyalty.
Excellent customer service adopts a people-centric approach, which helps to optimize product-market fit, rollout strategies, behavioral changes, etc. By focusing on customer experience at every level, you can cultivate sustainable growth and an enduring competitive advantage.
Source: Forbes.com, reported by Sujay Saha, Forbes Councils Member & President of Acquis Cortico; *Forrester’s U.S. Customer Experience Index