Coaching to promote customer centricity at the team level?

A number of years ago, Deloitte and Touche organized a critical study on the financial merits of being customer-centric. The study found that customer-centric companies were

60% more profitable

2X as likely to exceed return-on-shareholder equity and

Twice as likely to exceed goals for pre-tax returns on assets, sales growth, and market share compared to their less custom-centric counterparts.

86% of customers are willing to pay more for better customer experience. (CEI Survey)

The team should be capable to deliver end to end customer value.

Look for any opportunity to knock out any silos as a coach you discover at the team level.

Team members will explain or indicate incompetence to resolve some of these silos. Take help from the leadership team to get rid of systematic issues to eliminate silos which can weaken customer-centricity and preventing better customer satisfaction.

“Spend a lot of time talking to customers face to face. You’d be amazed at how many companies don’t listen to their customers.”

– Ross Perot, American Business Magnate

Every team members require to understand, compose, and visualize the customer journey map. They require to be trained and communicate about the end to end customer pain point discovery. Look for an opportunity if there anything which is not customer-centered. No half-baked food for end users. Everything should be an end to end consumable perspective.

Look for the process and practices which do not facilitate the fastest customer satisfaction. Looks for technologies and platforms, how effectively those are utilized for full customer satisfaction. Use technology to bridge the gap if there are any, in customer end to end journey map.

“Customers will never love a company until the employees love it first.” – Simon Sinek

At the team level and organization level, the universal ground rule for customer service was drafted and regularly upgraded the same.

Look for competency at the team level if there are sufficient skill and proficiency available at the team level to comply with the end to end customer demand fulfillment point of view.

Anticipate customer’s needs well forwards so that team can be ready with the contribution.

“The most valuable resource you can give customers is your time. Listen to them to uncover their real needs. Only then can you find a way to solve their problems or meet their expectations. Treat the cause, not just the symptoms.” – Ginger Conlon

Team members should be passionate about the customer-first approach. If there are any inconsistencies, talk about those in a retrospective meeting. Collect the feedback from customers and work on those. A customer-focused approach may use A/B testing to understand what ads resonate most with customers.

Train team members on customer relationships build skill, esp empathy, listening skills with perfect communication skills.

Establish a co-creation and collaboration platform with customers. The end offers will be with the appropriate alignment when we join hands together with the customer.

Have a monitor and analysis system about the customer movement for your offerings and solutions. Use the data analytics to measure how well the customer is hooked for your product and solution.

“If we consistently exceed the expectations of employees, they will consistently exceed the expectations of our customers.” – Shep Hyken

Build a customer experience strategy. Your team members should continuously work on that strategy to make it polished and enhanced.

Reward your team members on better customer service. Make it a culture in your team.

Always accessible to the customer so that you can understand their pain and their world better. You various survey to retrieve their concern and needs. The frequent in-person meet will help to know and connect with them better.

Ensure all the customer touchpoint tools are in place and easy to use. End users should be able to connect at lightning speed, and you need a resilient system to fix any concern.

Frequently collect NPS score and study what is missing

Create innovative thinking to deal with customer issues or any pain point. Reward team members on unique ideas suggested in this regard.

“Loyal customers, they don’t just come back, they don’t simply recommend you, they insist that their friends do business with you.” – Chip Bell