8 Key Responsibilities of Customer Centricity to keep customers coming back

Today, it’s not the business but the customers who decides how customer centric a company is…

This means the future of the business lies in working with the customer together harmoniously

Are you customer centric?

80% of CEO’s believe that they offer a customer

centric experience

Only 8% of their customers agree!

THE EXPERIENCE IS NOT THE PRODUCT; BUT THE BEST TOTAL FEELING THAT WINS

RIGHT EMOTION RIGHT MOMENT RIGHT TOUCHPOINT

CUSTOMER-CENTRIC EXPERIENCE

We need a different perspective:

Customer Centricity – What is it?

Customer centricity is about transforming from a business-first approach to customer-first approach. This is a customer friendly policy where each touchpoint is strategically managed employing a series of tasks. To name a few…

Building customer centric culture

Customer centric Innovations

Delivering personalized

experiences at lower cost

Mobile customer services

Strategizing a future customer policy

Mastering Social Media

Let’s know them one by one…

Building customer centric culture

Customers want more than just product or service offered which ideally should be carried out throughout the purchasing life cycle. Minimize the effort of the customer while maximize customer value with the help of retention programs. Even 2% increase in customer retention has the same effect on profits as cutting costs by 10%

Customer-centric companies are 60%

more profitable unlike those which

ae not customer focused.

Customer centric Innovations

To make customers’ life simple and effortless, businesses should embed customer centric innovations by tapping into the external discovery horizon that will give competitive edge to other businesses as well as meet customer expectations

Shorter product Lifecycle

Speed to market

Great Experiences

Delivering Personalized

experiences at lower cost

Businesses need to build more personalized connections. This implies digitalization with personalized contact such as self-service channels & feedback at a low cost structure. The customer-help-customer philosophy is expected to influence the future of customer service where customers will help each other while doing business with brands. The future is digitization is human touch – its fast, reliable and personalized two-way support to solve customer expectations in near future

70% of buying experiences are based on how the customer feels they are being

treated by a brand

Mobile customer services

Mobile applications are undergoing tremendous expansion and will continue to create new opportunities of customer contact with business from anywhere in the world, round -the-clock. Mobile messaging apps, in-app live chats, click-to-call and many such features are at fingertips of each customer.

Strategizing a future customer policy

Customer interaction is changing- from personal, self-served to customer-help-customer philosophy. Keeping customer interaction records in one place is indispensable to brainstorm the kind of customer service that will justify each type of approach. Optimizing customer relationships of tomorrow involves fine-tuning the vision with a small target

Mastering Social Media

Are you answering your social media complaints? Dealing with complaints and resolving them can increase customer advocacy by 25%. 3 out of 4 customers rely on social media to guide purchase decisions. Move your customer care to social customer care by identifying the value-creating factors and thereby implementing them. An emotional connection built is customer intimacy gained and a community built. An active presence and engagement in social media on regular basis is a customer support tactic to expand the fan base

Social Customer Care

Personalized experiences

Brand Advocates

Customer Centricity – Then & Now

Customer Day-Then and now have changed drastically!

Customer Day – Then & Now

50 years Ago Customer walks into a business centre and speak to the manager if there’s a problem related to product/service

20 years AgoCustomer calls over the phone to resolve a query

TodayCustomer quickly contacts a business via email, instant chat, social media or Twitter to discuss about a complaint or write reviews.

Customer Service Skills & Responsibilities

Customer Day- Today, customer centricity policy includes a series of marketing revolutions driven by customer needs, expectations and experience across all channels. These strategies or approaches cant own all customer experiences but can definitely provide a consistent customer journey experience across each channel and every touchpoint.

It all starts with building a bridge to the customer’s reach & champion customers’ experiences…

#1 #2

#3#4

Make use of curated content (with the help of customers) via speech interfaces or embedded knowledge to expand sales. This way you can not only win customer’s trust & also make great connections in future.

Provide actionable answers to all questions in order to help them out in the form of blogs, open customer forums etc.

Treat people using high emotions, i.e. empathy, awareness and resolution management faster and better.

Deliver right service experience by adding conversational interfaces assisted by intelligent agents such as Siri or Alexa to resolve queries by context or preferences.

To Champion Customer Experiences, Marketers should embrace these 8 core Responsibilities:

#5 #6

#7#8

Handle customer mood swings and delight them with surprises while dealing face-to-face or over customer calls

Assist customers in self-service as it is fast, convenient and always available

Give personalized solutions for improved customer service

Analyze customer’s current behavior through interactions to preempt future calls

Customer Service Survey as Per Econsultancy:

ACTUALLY, TO WIN CUSTOMER’S WALLET

SHARE, IT’S THE OTHER WAY ROUND!

THE ANWER LIES IN ESTABLISHING A “DIGITAL NATIVE

CULTURE”

Customers want To be Self-served Quick to move through funnel Connect themselves with experts for a

solution Flexible approach of companies for

interaction Personalized relations Seamless, frictionless experiences

So, now you know what does it take to interact with future customers within

customer service ecosystem?

Stay ahead of customers!Know their present state of mind while

gaining a clear understanding where your customers might go in future.

Turn today’s customer into tomorrow's fan by differentiating yourself from others through a

unique customer service experience which involves exploring new possibilities within the

digital ecosystem.