Did you know that one of the best business practices a company can employ is customer orientation?
In comparison to businesses that don’t provide quality customer support, Qualtrics finds that those that do perform better by almost 80%.
A “customer orientation” method was created expressly to enhance the user experience and reward repeat business. If your channels have already been optimized to attract traffic, you can pass on a huge revenue opportunity, but you are putting customer care last.
People say, “The customer must always come first, regardless of the situation.” However, do you actually concentrate on these claims in your business strategy?
Honestly, I doubt it. The majority of firms prioritize their own needs over those of their customers.
So this article will explain customer orientation and offer advice on how to use it effectively.
Why is being customer-oriented important?
Being a customer-focused company has a lot of advantages.
The happier you can make your customers, the more likely they will stick with your brand and promote it to others.
According to research, 57% of customers cite excellent customer service as one of the key reasons why they stick with a given brand. This figure is especially true if you swiftly fix their issue due to customer service experience.
On the other side, when customers must wait for assistance for a long time, it can make for a bad customer service experience.
On the other side, when customers must wait for assistance for a long time, it can make for a bad customer service experience.
Additionally, keeping current consumers is significantly more cost-effective than finding new ones.
It might cost as much as seven times more to attract a brand-new consumer.
There is a greater possibility of retaining them by emphasizing your customers, particularly by providing high-quality customer service.
And finally, putting your customers first seems like the right course to take. The best part is that you can increase your bottom line by focusing on your customers.
Tips for correct customer orientation
It would be best to comprehend what they are and who they are to prioritize your customers’ requirements and goals.
As a result, you must first determine your customers’ demands by researching buyer personas, desires, and interests. Once you’ve done that, you can start putting customer orientation into practice.
Here are some tactics you may employ to make sure that your customers are the focal point of your company:
#1: Get customer feedback first
You must understand your customers’ thinking before you can devote your full attention to them.
You’ll be able to identify your areas for improvement as a result. Therefore, it is essential to solicit feedback from your customers frequently.
Consumer satisfaction surveys are one method for getting customer feedback.
You can gather consumer feedback using a variety of techniques, including:
– Surveys – Private discussions
– Customer testimonials on websites like G2Crowd, Capterra, or Serchen. – Social media comments.
Regardless of your approach, the essential objective is to ascertain how well your customers are treated and how simple it is for them to fix their issues.
#2: Interact with customers on social networks
Social media is the best platform for communicating with and establishing relationships with customers, according to Sprout Social. This entails liking and reacting to comments, even the unfavorable ones, showcasing your brand’s personality, inspiring others to share content, etc. Customers frequently remark what they like and hate about particular goods and companies; take advantage of this to your advantage as a beautiful source of inspiration.
#3: Show compassion
You and your staff need to be able to understand the difficulties a customer has to be able to assist them effectively.
You will be more successful in making them feel better and assisting them in finding a satisfactory solution to their issue if you can put yourself in their situation and comprehend how they are experiencing it.
Empathy requires employing friendly, considerate language, even when you say “no” or inform the consumer that you cannot help them in their specific situation. Remember that empathetic behavior also involves listening intently and asking questions. You must actively listen to your customers to “hear” what they are saying or not saying simultaneously.
#4: Choose the Right People to Hire
If your customer service team is not composed of the correct personnel, it doesn’t matter what kind of customer orientation plan you have in place.
Although skills may be learned, many businesses base hiring decisions on them.
It would help if you concentrated on people with the correct personality and attitudes to transform your brand into customer-focused.
Make sure everyone on your team is capable of problem-solving and has empathy.
Keep in mind that your team has the power to transform the relationship your customers have with your company completely.
#5: Provide Your Customers with Something New Customers
Customers consistently seek out new experiences because they know their immense power.
Because of this, the same old promotional speech won’t work either. Instead, you should concentrate on building relationships with your customers to promote frequent usage of your services and goods.
Why do you act this way?
One choice is to offer your customers something novel and particular to your company, like interactive content.
Infographics, quizzes, calculators, videos, and other interactive material can all help make sure that your users have a good time.
Interactive content is very successful since it is much more appealing than static content. A study shows it has at least twice as much interaction as usual static content.
Additionally, interactive content can be used to increase lead generation and obtain crucial customer information.
Wrap Up: Customer orientation is the key ingredient to business success
The essential component of a successful business is a focus on the customer.
Don’t believe that to become more customer-focused, your business must undergo a major restructure. You only need to make a few minor adjustments here and there to ensure that you and your team prioritize your customers’ needs above all else.
So, how do we begin with you? Examining your current customer data, such as your website, product analytics tools, and live chat software is a good start. Take these conclusions and share them with your group. It is likely that each department will have its viewpoint and a particular set of insights to consider.
Good luck!
