Creating a Customer-Centric Organization

Website design By BotEap.comIs your organization customer focused? As the economy regains strength, consumers will feel comfortable spending more. By strengthening your customer engagement focus now, you can position your organization to make the most of the eventual upturn. Fostering customer engagement is also the most effective way to win back lost customers and acquire new ones. This is because fully engaged customers recruit new customers for you – they are enthusiastic about the service you provide and recommend you to others. If you can create a customer-centric organization, you can successfully generate fully engaged customers (as well as higher profits).

Website design By BotEap.comThere are two key variables in engineering a customer-centric organization: customer engagement and employee engagement. Through Customer Engagement Management (CEM), you can take practical steps to increase customer engagement. While almost any organization can improve customer engagement through CEM, we’ve found that customer engagement scores improve even more when organizations also use Employee Engagement Management (EEM). EEM practices create a healthy organizational culture in the workplace so that your employees are passionate about their work. Although some immediate steps can be taken to improve employee engagement, EEM is likely to involve a longer process of internal change and growth.

Website design By BotEap.comEngagement with the client

Generally, an engaged customer is one who actively supports a service or product. Customer engagement is more than just brand loyalty, where customers simply make exclusive purchases; instead, engaged customers are supporting the company by buying more products and services and telling others to do the same. In short, the key to a successful business is engaged customers, people who enthusiastically support what you do.

Website design By BotEap.comUnfortunately, many organizations don’t recognize how their own procedures create apathetic customers. For example, many organizations suffer from a lack of consistency regarding customer contact. Nothing is more frustrating for a customer than having three different encounters with three different employees in three different ways about a single issue. It’s easy to see how willing customers are to switch brands when faced with such poor customer service.

Website design By BotEap.comA customer-centric organization would not expect its customers to navigate such complex communication structures. Customer-centric companies focus on the customer in everything they do. A CEM solution to such a problem would start with taking customer feedback to find out how they feel, ideally on an individual level and through statistically reliable market research. To do this, you need to identify customer touchpoints within your organization and reach out to customers after an experience with these touchpoints to get their feedback. If you do this, you’ll have individual customer feedback and start to see broader trends and areas of focus. See your product or service as a real customer would see it. Don’t generalize or stereotype; instead, recruit real customers to help you accurately visualize your product. By doing this, you will remove the focus from “the company” and put it on the customer, exactly where it belongs.

Website design By BotEap.comEmployee Engagement

Whether they realize it or not, customers make most of their decisions based on their emotions (how they’re feeling at any given moment), which is why employee engagement is a crucial ingredient in creating a focused culture. on the client. If employees are engaged, their interactions with customers will be genuine, not coerced or forced. Customers recognize and are pleased with such sincere service. As such, one of the main factors in increasing customer engagement is employee engagement.

Website design By BotEap.comThe first step to engaging employees is realizing that there is no one-size-fits-all solution for all organizations. Since every company’s organizational culture is different, every company’s employee engagement solution should also look different. Your employees are unique, so your EEM solution should start by asking staff about their experience in the organization, and then incorporate a management solution that allows managers to take action to meet the needs of employees.

Website design By BotEap.comWith an increase in employee engagement, you are likely to experience an increase in customer engagement. And with that, you will certainly enjoy success.

Website design By BotEap.com~Monica Nolan, 2009