Increased competition in business, the globalization of the world economy, the emergence of new concepts that contribute to improving the quality of the workforce, such as quality management, knowledge and leading competencies, lead to a change in the construction of the company’s relationship with its customers.
Therefore, customer focus in the company is one of the main factors of competitiveness. In this article, we offer an expert opinion – life hacks of customer-oriented behavior in business.
What is Important in Business Today
To create competitive advantages, it is currently not enough to create quality products and provide services. It is important to establish and maintain long-term relationships with clients.
It sounds contradictory, of course, but most companies consider themselves customer-centric, saying that they have dedicated customer loyalty programs, exemplary service, and high-quality staff.
No doubt you will add your own unique offers to this list, but do not forget that this is about business, not about charity. Therefore, the goal of customer focus and customer oriented behavior should be profit. A customer-oriented company is always focused with customers in one direction.
Trends in Customer-Oriented Business
So the main levels of customer focus in the corporate behavior of employees:
- External – the customer service standards you have introduced in the company.
- Internal – this is when the value attitudes of employees are identical to the needs of customers.
- Active – this is when employees themselves show initiative and provide high-quality customer satisfaction.
What does the development of customer-oriented behavior in business give? Interaction with customers is already seen as a resource that allows you to earn more.
You take into account the interests of customers – they buy from you more often and for longer, and even recommend to others. This, of course, is the dream of any business owner, because customer-oriented behavior is not only changes in the process of interaction with customers, but also the transformation of the business as a whole.
Customer-centric behavior is the ability to retain the most valuable customers and remove unreliable ones that pose a threat to your company from the system.
Life Hacks for Business
The main principles of interaction:
- It is necessary to complete any task in a timely and efficient manner, without making customers wait. Always remember about their requests, do not hide possible problems when solving them.
- Assertive interaction: when communicating with customers, put their interests above their own.
- Not to tell clients “no”, only “how”, to carry out the assigned tasks, so that clients are satisfied and always return.
- Each client is the source of the success of my business, therefore, when building business processes, you should look at what is happening around the “eyes” of each client.
Customer focus is a strategy to maximize your company profits through detailed understanding and effective customer satisfaction. As experience shows, the most effective and expedient way of introducing customer-oriented behavior in a company is corporate trainings with elements of business games, as well as an individual form of work with employees in the form of customer-oriented coach sessions.