What is a customer-centricity or customer-centric culture in a business? Many people might have different answers or perspectives to this question. But, at its core, a customer-centric approach means that the company’s employees are focused on delivering the best possible experience for their customers.
Everything from product design and development to marketing and sales should be driven by the needs of customers, not by what’s easiest or cheapest for the company. Creating and sustaining a customer-centric culture takes time and effort, but it can pay off in terms of better customer loyalty and more profit.
Importance of organizational culture for customer-centricity
Organizational culture is important because it shapes the social and professional behaviors of its members. These behaviors, in turn, drive organizational success or lead to failure.
Organizational culture directly impacts job satisfaction and productivity. It also affects how likely people are to follow through on commitments such as timelines, budgets, and contractual obligations if asked by a manager who represents the organization’s values. I would recommend that more money be allocated towards maintaining an open and inclusive organizational culture if it provides more opportunities for creativity and innovation; thereby generating higher profits with less expenditure invested (such as money).
Strategies for CEOs To Build Customer-Centric Cultures
Here we have talked about the top 4 strategies used by big and medium-sized companies to build customer-centric cultures.
Happy workers = happy customers
The basic principle is that employees who are happy and satisfied with their work-life also tend to be the type of people who make others happy as well. This principle has worked in both business and government for as long as we’ve been peering into such matters, though one might posit that this principle works especially well in a capitalist society since satisfying an employee’s drive for personal bodily comfort, security, pity (etc.) often results in centric customer service which ultimately spurs profits.
Build “ownership” within each team
An owner mindset happens when employees feel that they’re responsible for accomplishing tasks, which gives them ownership over the project’s goal. If an employee feels like decisions are made without their input, or if there is no clear path to success, they tend to disengage. This could lead to reduced motivation and productivity in the long run.
By giving employees a sense of ownership within projects, you motivate them by inspiring them with clarity and opportunities for contribution toward achieving goals. Clarity creates engagement toward attaining goals because your employee understands what tasks are required to meet departmental objectives.
Behavioral psychology to design your customer interactions
It’s not only about the usefulness of behavioral psychology for improving customer experience. It also helps you understand how to work around your customers’ emotions and feelings better, and it can help you identify their needs that may be outside your product or service.
Effective marketing will then target those needs and serve as a solution worth buying. That’s how you start to build loyalty with clients and make them come back time after time: by knowing what they really need from you – something more than simply products or services.
Give importance to customer feedback
Customer feedback is a gauge to be used in decision-making. Providing customers with an outlet to air their views and grievances about a service, product, business, etc., will create more opportunities for a company to customer-centric design and update its services.
Customer feedback is a way of giving customers the power by encouraging them to voice their opinions of the products or services that they enjoy or do not enjoy without any fear of retribution from those who run the show.
To sum up:
CEOs need to create a customer-centric culture and strategy. In order to do this, they should focus on 4 tactics: 1) Happy workers = happy customers 2) understand what your customers want, 3) leverage the power of customer feedback, and 4) Behavioural psychology. Whether you’re an established company or just getting started out there as an entrepreneur; if you don’t have these four elements at work for you yet then it’s time to start taking action now!