So, I wonder how many people actually don’t realize that customer focused strategies for any given business aren’t really that complicated to implement. I know that a lot of businesses have a hard time transitioning to a customer focus when they’re coming from a different time when the definition of this concept was significantly unlike it is now. Other companies, starting out, often mess up with customer focus and customer relations due to being overly eager or unintentionally negligent in some aspect of it.
As a result, a lot of businesses fear that customer focused strategies are out of reach, or are something to strive for when they feel they have the wiggle room they expect this to call for.
Well, poppycock, everyone. I’m here to tell you that a strategy with a customer focus in your marketing, sales, and business philosophy is not only possible across the board, but it’s bloody imperative!
But, you don’t believe me yet, so I guess I have to lay out a really simple strategy for you. Now, bear in mind I use a few generalities, because there are parts of this that, the strict nature of depend on your industry or other variables I can’t predict.
First, know your demographic and know your industry. Above this, know how the two define one another. This will give you insight into your customers, how they think, and how they experience using your service and your service channels.
Now that you have an understanding of them, look at your customer service. This involves more than just support, this also involves interaction with your online presence, payment systems, shopping systems and any other consumptive feature of your business visible to the customer.
Unless your demographic is older people or a demographic known to be technophobes, then it’s likely wise to focus this around the internet, and not in a proprietary way as was once the trend. It’s ok to use public media services like social networks and blogs now, companies. We’re cool with it, you don’t have to be a rebel. We like you as you are. Hey, it’s convenient to use these platforms, most of your customers already have accounts with these, and tabs for them open in their browsers throughout the day. You being a click away for support and contact is a big convenience.
Allow customization of billing plans, customer interfaces and other attributes of the customer experience, so that each customer is unique and has their own service just as they like it. Make their ability to self-identify and create comfort around them a top priority in your design and focus.
Do these things, and you have a basic business plan, whatever kind you wish to go with in that detail, but with a customer focus that’s organic and unassuming. You’ll just be proficient with people, and your customers will repute you as having a certain “I don’t know what” that they like about you. Old people once said “the cut of your jib” in this case, whatever that means. So now do you believe me? It’s not hard at all to create customer focused strategies for your business.
Use WalkMe to encourage self-service. www.WalkMe.com