Simply put, you need your customers more than they need you. Why should you become a customer obsessed company? Let’s dig into everything you need to know about what it really means to be customer-centric-including how you can make customer obsession a core piece of your own business’ culture. “Now more than ever, it is imperative that customer experience is top of mind: Businesses that do not put the customer first will struggle for relevance in an increasingly competitive market” In the words of Maria Martinez, President of Salesforce Customer Success Group: Think of customer obsession as a commitment to cultivating a positive experience for your customers at every single touchpoint, whether they’re learning about your business for the very first time or have been a loyal purchaser for years. Even the less flashy things-like providing reliable customer service, creating positive customer experiences, and listening to the voice of the customer-illustrate a dedication to your patrons. But customer obsession is much more than just the occasional ta-da moment. Often, it’s associated with “surprise and delight”-grand, unexpected gestures. It’s the process of learning about your customers-their behaviors, goals, and challenges-and then using that information to shape every experience they have with your business. What is customer obsession? Customer obsession involves putting your customers at the heart of everything your business does. Customer obsession is a trendy adjective that many companies lay claim to, but few actually bring to life.
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