Customer Focused Management Systems
A customer-focused management system is a system of processes that are put in place to ensure that your business produces and serves your customers. It’s based on the idea that your customers satisfaction is at the very centre of your business.
Picture this, you walk into your favourite coffee shop and the staff greet you with a warm smile, they anticipate your needs. Water comes to your table, with a menu and the confirmation of ‘your usual today’? They go above and beyond to make sure you leave with a sense of satisfaction, they take your order on time, provide the same consistency of quality in your coffee, follow-up any further needs and promptly finalise your bill. You constantly bring your clients with you and have coffee catch-ups at the same place. That’s the magic of a customer-focused management system at work. It has a multiplier effect on your business.
Customer Focused Service Delivery
It’s simple, really…
Think about it, when you have satisfied customers, they’re more likely to come back and they’re more likely to spread the word. That’s the power of word-of-mouth marketing and it’s invaluable to your business. But it’s not just about repeat business, customer satisfaction also creates brand loyalty and it creates trust.
And let’s face it, in today’s fast-moving world, reputation is everything. One bad customer experience can spread like wildfire on social media and before you know it, your business’s reputation is tarnished.
Imagine a world where your voice is heard, where your opinion matters and where the products and services you receive are tailored to your exact wants and needs. This is the world of customer feedback and it is a crucial part of any good customer-focused management system.
As a customer, you know what you want and need. Through the use of surveys, online reviews and customer feedback, you have the opportunity to share customers thoughts and opinions. The upshot is this information will allow you to create products and services that truly resonate.
Top tip: Implementing a rewards program for customers who provide feedback or refer new customers can be a game-changer for your business. It encourages customers to provide valuable feedback and promotes your business to their friends and family.
There are many ways in which you can work with customers to create a client focused management system. After sales service is one such touch point. Providing touch points or a platform for customers to report after sales service. Setting response times and rectification times to eliminate the purchase risk is a great investment.
Invest in resources to train and support your customer service teams as they’re the superheroes of your business, they’re the ones that are ready to jump into action and save the day when customers need help. They’re the ones that are there to listen and understand your concerns, and then work quickly to resolve any issues you may have. They are the ones that make sure that your experience with a company is a positive one.
But it’s not just about resolving issues, it’s also about building relationships. By providing responsive and helpful customer service, you can show your customers that you value their business and care about their needs to create a sense of trust and loyalty.
Top tip: Don’t just provide a surface-level solution, take the time to dig deeper and understand the underlying issues that are causing your customers grief. This will enable you to provide a more effective and long-term solution that addresses the root cause, rather than just the symptom of the issue. Involve the customer in the problem-solving process and ask them what solution works best for them.
Think about the last time you had a great customer service experience. Chances are, it was because the person helping you was well-trained, had the skills and knowledge to provide excellent service, and knew the company’s customer service standards inside out. That’s the power of training, and it’s the foundation of a customer-centric culture.
Recall how you can either, build, buy or borrow to solve business issues. In the case of customer satisfaction, building capability is the clear direction to take. Think Apple’s Genius bar. That can’t be bought or outsourced if you want to control customer satisfaction.
Top tip: Put yourself in your customer’s shoes and provide a tailored rather than a ‘one size fits all’ service, identify and address potential issues before they occur and watch trust and loyalty grow among your customers, ultimately keeping them coming back for more.