I talk about being customer-centric all the time and frequently complain when I deal with companies that don’t have the same approach to customer service that I believe should be delivered.
But I’ve never gone into a step by step on how to become a customer-centric organization. It’s like common sense, it’s not so common until someone explains it to you.
In this episode, I go through my 5 key steps that your organization should do (and continue to do) if you want to become a customer centric organization. You don’t want to miss this one.
Topics Discussed (Time Stamped)
03:07 How to build a customer centric organisation
05:16 What the bigger mistake I see companies are making
07:25 Going throughout the entire organisation
08:00 Is got to come from the top-down
08:40 Incorporating it in weekly or monthly meetings
09:32 Customer feedback section
12:29 How to collect feedback
14:22 Outbound method
15:43 Always listen
16:15 Addressing the feedback
20:43 Measuring and communicating it
21:31 Why negative feedback is good
04:23 “Process doesn’t mean hard process it just means a process.”