Customer-centricity is the new mantra, nowadays, for every business across the globe. Everyone in every organization works towards providing a unique and exemplary experience to their customers. So, it’s wise to collaborate.
As a team, you have to clearly delegate responsibilities according to their efficiency and expertise, but in the end, each department has to share, collaborate, and provide rich customer experience.
Empowering your employees
Switching from product-centricity to customer-centricity, you need to keep abreast of the new technology, tools, language, and culture to ensure that your employees become flexible, diverse, collaborative, and sensitive to customers’ needs.
If your customers are not satisfied with your service, then they will contact any first person from the company. They do not care about the department to which the employee belongs. In the end, they have to go through an org chart to get what they want. If your organization is missing out on a 360-degree perspective, employees would not be empowered and would be unable to serve the needs of the customers.
It is imperative to avoid the traditional hierarchical structures in the organization like division of the team into the department of IT, Sales, Accounts, etc. Thereby, it’s time to create a flexible, collaborative, and efficient team structure.
Customer-centric companies keep customers at the centre and strategize the team structure whilst keeping customer satisfaction in mind. They provide efficient tools and information that each team member requires to serve the needs of the customers.
Create goals and discuss outside your team
It’s essential to review your goals and KPIs with leaders outside your team and then find ways how you can help each other in the work. Focusing on how you can move towards customer-centric approach from the department-specific approach. Who are the people directly dealing with the customers? What are the strategies followed by the team to improve customer-experience? All these questions need to be worked upon.
If you want to grow, then redefine your business model and place the customer at the center.