Question

1. "A Customer Centric Culture", how is it recommended that you chart your team on a course that focuses on the customer?

2. In Customer service leadership learning, how do you align customer service with company goals, identify and meet customer expectations, cultivate an engaged team, and get the support and resources you need?

Answer 1

1)Customer-centric culture focuses mainly on providing a positive customer experience. Right from point of sale to after the sale in order to gain profit and competitive advantage. Satisfied customer increases brand loyalty which in turn improves business.In simple words, customer-centric means customers are the core value of any firm or an organization.

For example- Amazon

It is a major example of a customer-centric culture that it has achieved over the years. The commitment to deliver customer value is really commendable and appreciable.

In today's era customers have become very choosy. They don't give a second thought while switching brands when not satisfied. Then how to chart a team towards this culture? customer-centric implies the firm will anticipate customers’ needs and quench them with products and services they may not have thought of. Things to be followed by the team to be customer-specific are:

a)A team should believe that without customers they are nothing. Brands which are committed to customer-centricity are enthusiastic, and firmly believes that the customer comes first. Hence this word customer should be imprinted in the mind of the team that whatever they do they must keep in view who is the king.

b)The team should focus on what customer wants and how they can build a long term relationship. When a firm enters a long term relationship with a customer means it has won over the customer.

c)The planning or strategies made must be carefully planned, analyzed, implemented. The strategies must focus on the creation and retention of profitable and loyal customers.

Other things include: Understand your customer,customer-centric leadership is very crucial to drive a team towards such strategies, empowerment of frontline and designing the process or procedures at a firm that put customer value first.

2)When a firm is established it's major goal is to earn profit. The policies and strategies of firms change or are different but in order to survive earning profit is very important. Profit is related to customers. Fast-moving customer expectations, emerging service channels, and the multilayered nature of delivering service are just a few of the challenges customer service teams have to face. The main challenge comes to a leader who has to learn to lead, with intention and set a direction that is right for customers, employees, and organization altogether. Customer service and company goals are interrelated . One cannot be separated from others. For the survival of a company, the customer is required to be a leader you must embrace the team in a way that they understand the survival theory. A detailed analysis of the customer base must be done by the leader so that the channelization of resources is possible. When you understand your customer, making strategies becomes very easy. When you put the customer at the center or the core value merge it with CRM it will give you an all-round analysis of the customers and which can be used to enhance their experiences.All this put together it becomes easy to channelize team towards customer-centric approach.