Today, in the world of Business; Customers are most likely to buy from Companies that care for them. It doesn’t matter what they buy but how they buy, where and from who. The World has changed in the sense that Customers are looking for the experience that come with the products they purchase, and therefore it goes without saying that “It’s the Customers World, Brands are just living in it” – Anonymous
If we are to scale how much you dedicate to your Customers, what percentage would you and/or your Business Score. Are you willing to commit to a non-stop dedication to your customer needs? Are you willing to consistently go above and beyond for your Customers?
Today, if you are looking to grow your business and If you’ve answered the above questions with a Yes; you have to develop a Customer Obsession mindset. Customer Obsession describes Businesses that focus on continuously adding value to Customer Experience. These Businesses invest in collecting feedback from their Customers and prioritising the customer needs in every Business plan/goal. The rationale behind Customer Obsession is focused on improving the Customers confidence and level of dependence on your brand. Customer Experience goes to increase the likelihood of the Customer to always purchase your products/ services.
3 Keys to consider when adopting Customer Obsession
1. Regard your Customers as People not Objects
Customers are much more than the source of income. They are people and the easiest way to get to people is to create a meaningful relationship with them. Most Transactions/Engagements end at Customer Acquisition rather than Customer Retention. After you have managed to gain a Customer, take a further step to get them to stay by adding more value to their Experience, with this you increase your chance/likelihood of retaining the Customer. Customer Retention is a guaranteed for the Business Growth.
2. Focus on Quality over Quantity
To win in the Customer Centric world, Strive on the ‘how well’ rather than the ‘how many’! Customer Obsession always focuses on Customer relations and long -term customer success. Focusing on Quality over Quantity will change your mindset and business. Consider this, Instead of receiving three Customers in one day who will have meaningless experiences and not return, make efforts towards investing to improve relations with the one Customer to develop repeated sales.
3. Employ Proactive Customer Service/ Support
Proactive Customer Service/ Support involves taking proactive steps to solve problems rather than responding in reaction to support/fix issues. An excellent Customer Service Experience involves solving problems that arise then and there. Proactive Customer Support extends further to solve problems before they happen/occur.
There are ways to utilise Proactive Customer Service/ Support; You can start an email newsletter or create a knowledge base where your Customers can access information about any issue they face. Develop Customer Experience surveys which can be in form of questionnaire to find out some aspects of your products/services.