No business can exist without customers. And that is why Harry Gordon Selfridge emphasized the importance of flawless customer service when he coined the phrase “the customer is always right” during the 20th century. Of course, entrepreneurs and business owners understand the importance of customers to their business. That is why they always build their firms around a customer base. So, in this article, I will share some of the ways businesses can keep focus on customers.
Some of the most successful brands in the world are customer-centric. They prioritize their customers over any other thing. And that explains why they always go the extra mile to deliver great value to their customers.
Here are some of the ways businesses can keep focus on customers;
#1. Pay attention to the well-being of your staff
Paying attention to staff’s well-being is one of the best ways businesses can keep focus on customers. Just like Richard Branson rightly said, “The way you treat your staff is the same way they will treat your customers.”
It’s simple psychology that most entrepreneurs don’t understand. If you value your employees, have confidence in them, and make them feel comfortable working for you, they will always prioritize customer satisfaction over any other thing.
However, if you make them feel unimportant, they tend to be more self-centered. And it will affect how they deliver services to your customers.
So, if you want your staff to deliver exceptional customer service and excellent results, take their welfare seriously.
#2. Make customer-centric your business culture
One of the ways businesses can keep focus on customers is to make customer-centric their business culture. Let every member of the team understand the importance of customer service.
Try to focus on the customers’ problems and obtain feedback. If possible, take it as a crucial part of employee’s KPIs (Key Performance Indicators).
Once you prioritize customer satisfaction over every other thing, your customers will soon become advocates of your business. And having a loyal customer base that advocates for your business is a great asset.
But it starts with developing a customer-centric business culture that focuses more on solving customers’ problems than profitability.
#3. Always ask for customer feedback
I think this is an area entrepreneurs need to work on. It’s one of the most important ways businesses can keep focus on customers.
Try to elicit feedback from your clients any time you have a business conversation with them. Of course, you can also reinforce this behavior by creating a structure that will prompt your customers to give feedback after every business transaction.
Again, don’t just ask for feedback. Also, ensure that you act on this feedback immediately to make your customers feel heard and valued.
#4. Always contact your clients
As an entrepreneur, it’s essential to always keep in touch with your customers. Even if your business has become very successful, it’s necessary to keep your customers closer.
However, most business owners often get stuck in business management responsibilities once they are successful. And when this happens, they tend to lose touch with their customers.
As a rule, try to reach out to your customers once in a while. It could be through email or social media platforms. It will not only keep them engaged but also position your brand in their mind.
#5. Know your net promoter score
Knowing your net promoter score is one of the most effective ways businesses can keep focus on customers.
In business, your net promoter score is an index ranging from -100 to 100. It measures your customers’ willingness to recommend your product or services to other people.
Innovative entrepreneurs use their net promoter score to gauge their customers’ overall satisfaction with their products and their loyalty to the brand.
So, once in a while, ask your customers how likely they would recommend your products or services to other people. It should be on a scale of 0 to 100.
And their responses will give you an idea of whether your customers are satisfied with your solutions or not. And if you realize that the majority of them aren’t satisfied, take note of their feedback, and work on your service delivery immediately.
#6. Leverage real-life examples
One of the ways businesses can keep focus on customers is by leveraging real-life examples. It’s your responsibility as a business owner to constantly remind your employees how your customers want to be treated.
For instance, if your employees complain about a vendor’s nonchalant attitude in their personal life, you can always leverage such a situation to remind them that customers feel the same way when they aren’t given the attention they require.
#7. Set an example of equal treatment
If you want your business to be customer-centric, you should set an example of equal treatment. So, as an entrepreneur, you must learn how to treat every customer equally with respect, regardless of their purchasing scale.
Additionally, you should have a system that allows customers to easily access your team if they aren’t satisfied with your solution.
Again, don’t just have a system; inform your customers how best to reach you with their complaints. With this approach, your business will always be customer-centric.
#8. Include customers in your mission statement
One of the ways businesses can keep focus on customers is to include them in their mission statement.
Your mission statement is the summary of the aims and values of the business. It explains why you set up the company, its overall goals, the solution it provides, as well as its target customers.
So, as you develop your mission statement, always capture your customers in it. This will unconsciously incubate the culture of customer centricity in your employees.