“Revolve your world around the customer and more customers will revolve around you.” – Heather Williams.
Today’s customers are better informed and are a much more empowered lot, thanks to the digital revolution that has dramatically transformed customer behavior. Right from the way, we take our pick from a number of products, to how we reach out to a brand for support – has all changed.
Gone are the days when we solely relied on suggestions from family and friends about the best product out there in the market. Now, we simply Google it out, and online reviews to a large extent, impact our buy-it-or-leave-it decision. Also, instances of customer dissatisfaction that could earlier be ignored, today carry the risk of a snowball effect through social media.
That’s why, this is the age of the customer and it has become important for enterprises to offer an incredible experience. While excellent customer service enhances the CSAT and increases loyalty, poor service can result in a high churn rate.
Here’s why putting customers first is the winning business strategy:
1. Adopt a customer first culture
The customer has to be the pivot point around which a business revolves – right from product planning to development and marketing. For any product or service to be successful, they must be able to satisfy customers’ needs. There won’t be many takers for products which fail to meet the expectations of customers. This makes it essential for businesses to understand what consumers want and develop products accordingly.
2. Gain a competitive advantage
In today’s intense business environment, excellent customer service offers a competitive advantage. It can be the one major factor that differentiates a product from another similar offering. If a great product is backed by an incredible service experience, it will definitely be a hit.
3. Build loyalty, trust and brand image
Adopting a customer-centric approach helps to build loyalty and win the confidence and trust of clients. The more happy customers are with a brand, higher will be the CSAT. This makes them stay longer with the company and increases the chances of repeat business.
4. Win new customers
By focusing on customers, enterprises can not only retain the existing client base but also grow their business. Positive word of mouth publicity gained through quality products and services gets more customers from referrals, product recommendations, etc.
Thus, putting customers first is the right strategy by which companies can expand their business and increase profitability.
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