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If you’d like to evaluate how customer-centric your own business is, here are four questions you can start with:1. Have you segmented your customers by their individual needs – that is, by preferences, or life stage, or psychographics, or some other proxy for customer motivation (and not just by customer spending level or volume)?2. Do you actively solicit customer feedback and integrate it into your processes?3. Can you calculate and predict profitability by individual customer, based on interactions and spending, over time?4. Do most of your front-line staff agree on the general “direction of success” when it comes to solving customer service problems? (That is, when presented with a service problem, would employees tend to adopt the same course of action?)
The world of customer service is like the sea in depth and size, so we should always be looking for more customer convenience reasons, and presented to him, and we must listen to his ideas and implement them properly.
i believe i am customer focused,working toward being customer-centered
1,2,3 - YES ..4 - Depends, mostly NO. Is the rating out of4?
I believe I am Customer healthy and do make that extra effort to reach out to all levels of customers and understand their preferences and thought process and work along their (customer) psychology. The positive vibes I get motivates me, also the added advantage is that both customers and management not only rely on me but also believe in me.
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