Every one of us is looking for the much-deserved break after a hectic pandemic year. And the good news is, Easter is here upon us with Customer Orientation tips.
That means we're back with some useful hacks for you. But this time, we will focus on customer orientation tips to make you serve your clients in a much better way.
We also understand that Easter will be a different game altogether this year. This can be attributed to the COVID-19 crisis affecting more than 150 countries worldwide. It is assumed to last for more than a few months.
That's why I have come with a few customer-oriented tips that will give impetus to your market-oriented business to get across these trying times with flying colors.
So, without further ado, let's get started with the definition of customer orientation.
Customer orientation is the process of aligning your business towards assisting your customers to reach success with your product or service.
In simple words, it means all the teams working in your organization, especially sales and customer success need to adjust their focus on the customers' needs and become customer-oriented. And then predict the moments when the customers will need them and be present during such times.
This includes providing customers with different types of resources, additional value and aiding them whenever required.
According to research conducted by Heskett et al. (1997, 2000), happy, faithful, and committed employees are more enthusiastic towards customers. This ultimately results in more satisfied, trustworthy, and devoted customers.
This whole relationship is a part of the value chain profit.
In simple words, the more enthusiastic the employees, the more loyal the customers and the higher will be the profits!
The success of any organization is contingent upon how it anticipates its customers' wishes and needs. In short, you need to be market-oriented to understand the needs of the customers.
For most organizations, customers are crucial for survival. Hence, customer orientation needs to be a critical focal point of an employee or a team.
Particularly in the current customer-oriented market characterized by intense competition and price erosion, the emphasis should not be just on creation but also on retaining loyal and profitable customers.
This makes it very crucial for any organization to get valuable insights into the customers.
Customer orientation is also vital for achieving customer satisfaction. Insights about their expectations and satisfaction levels can help you to improve customer orientation.
By monitoring customer satisfaction, you can avail vital information that makes it possible to keep an eye on and enhance business processes.
When you are clear with what your customers are and are not satisfied with, you can execute goal-oriented enhancements. This contributes to your organization's customer orientation.
1. Understand the Customer
The very first tip to improve customer orientation is understanding your customers in the best possible way.
When we talk about customer support, it means empathizing with customers who are upset with you.
You can easily convert angry customers into loyal customers if you know how to address their needs in the best possible way.
One way to do that is by listening to them in an empathetic manner.
Here, your customer support team needs to truly understand your customers' needs and address them most humanely.
2. Include Friendly People in Your Staff
The next tip is to hire only those in your team staff who have the attitude and skills to resolve customer queries in an empathetic manner.
The critical success mantra during hiring is to check the patience level of the candidate. The most important thing is to become market-oriented and then take a wise hiring decision.
If the candidate can remain calm even during a high-pressure situation, then he/she is there to keep. Along with empathy, look at their communication skills.
If a person cannot communicate properly, he/she will not be a good fit to work as a customer service executive. He/she will also not be a good example for service orientation.
And the final point is their problem-solving capabilities. If they cannot resolve the customers' concerns, there is no way you can keep them in this role.
3. Deliver all Promises
It would help if you delivered on all the promises you made during the finished product's design stage. This is essential if you wish to build a quality brand.
Never let your customer expectations go down the drain. Also, ensure that your customers get value for money after making the purchases from your brand.
Even the after-sales aspect is crucial as it keeps customers loyal for a pretty long period. This is the best way to perform service orientation.
4. Be an Example for Your Team
This is true for all aspects of business, and especially customer service.
As a leader, you need to take the customer service initiatives as a challenge and always try to resolve your customers' concerns.
Leaders often tell their team, "the customer is always right," but you will be deemed a hypocrite if you do not practice what you preach.
This is especially true when you do not respect your customers on a call while you preach to your team to be friendly and polite with them. And it will also not be an excellent example of service orientation.
A lot has already been written on customer orientation. However, you can save a lot of your time and money by understanding the customers’ needs and investing in market-oriented service orientation campaigns.
Understanding your customers, in other words, becoming customer-oriented, will require a conscious effort from everyone involved in the organization. It's a learning curve.
You cannot simply force a shift in attitudes and nudge and guide your workers to make the necessary changes to enhance end-user experiences.
Your ultimate success or failure hinges upon your ability to anticipate and react to your target markets' needs and wants. All of this makes customer orientation the number one priority for many companies.
The information that I have provided above will help you to slowly but gradually roll out a customer orientation program to commence a thriving chapter of your business success.
I hope you had a great time reading our early Easter gifts edition in the form of the top four customer orientation tips. For more such exciting customer experience blogs, keep following this section!
HAPPY EASTER, FOLKS….
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