The customer will always be the heart of every business. As such, a company must provide an exceptional customer experience to be successful. The first step towards achieving this is creating a customer-focused business.

What is a Customer-Focused Business? 

The majority of the companies follow a sales-oriented approach. In this scenario, a business focuses on its’ own well-being over that of its clients. The approach typically maximizes profits at the expense of customer satisfaction.

On the other hand, a customer-focused business puts its clients’ needs as the center of attention.  Every aspect of the business moves towards providing a better solution to the customer. This concept is characterized by listening to the customers, understanding their needs, evaluating if the products or services meet their needs, and finally providing valuable solutions.

Creating a Customer-Focused Business

  • Incorporate Empathy in Communication and Service Delivery – Whether your company is service or product-oriented, integrating empathy goes a long way to foster successful client relationships.
  • Follow-Up on Issues – Following up on a customer issue shows your concern and dedication to resolving a problem. Consistent follow-ups improve brand image and customer loyalty.
  • Train Your Team to Be Customer-Focused – You will cultivate a customer-oriented culture by training your employees from the get-go to treat the clients right.
  • Minimize Customer Efforts – Once a concern is brought to your attention, do everything possible to solve the issue without involving the customer. Providing a fair resolution without the client having to call in numerous times creates trust and loyalty.

Encouraging a Customer-Focused Company

By creating policies and procedures that emphasize the customer’s importance, you ensure all employees understand the company’s main focus. Creating a customer-service survey to ensure the policies are being employed in real-life situations is also worthwhile. Surveys are also an excellent way to determine where you need to strengthen your customer service efforts.

While it can be time-consuming to create a customer-focused company, your efforts will be rewarded. Using the above tips to make slight changes in client communication and service delivery modes, you can nudge your company towards providing an exceptional customer experience and earn loyal followers and increased revenue as a result.

We hope you enjoyed this article brought to you by Payment Savvy. If your company needs innovative and customer-focused payment solutions, be sure to give a ring. We look forward to being your payment partner!

Charged with ensuring our prospects and customers always receive an A+ experience, Lauren comes to Payment Savvy with skill-set that is second to none. Having spent over a decade in the accounting realm, she diligently works to guarantee our clientele obtains excellent payment solutions and customer support. With additional experience in sales and marketing, Lauren’s well-rounded expertise makes her an invaluable part of our Savvy Squad. She is a regular staple at trade shows and conventions across the country, next time you see her – stop by and say hello! We promise she doesn’t bite!