Remote operations
Marc Prempain
15 April 2024
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The customer is always right, or at least that’s what they say. Any successful business is built on a product or service that appeals to customers. It’s easy to get caught up in the numbers, sales figures, and other business-related data and forget that in the end, it’s all about the customer. So how to re-center a business around the very people without which it couldn’t function? A customer-centric business strategy bases your company’s sales process on your customer’s needs, wants, and how they want to communicate. A customer-centric strategy could be a great way to bring it back to basics. It is crucial to identify customer expectations and figure out how to exceed them to create a customer-centric business. While there are many different ways to build a customer-centric culture, this article will focus on a few key areas like customer expectations and technology.
According to KPMG, 86% of loyal customers will recommend a brand to their social circle. Since repeat business brings in more revenue over time than single-visit customers, it’s crucial to retain a regular customer base. In order to earn repeat business and develop an ongoing customer-business relationship, meeting customer expectations should be the goal of any business.
There are several ways to identify your customer’s expectations. First of all, a properly structured customer feedback survey can give you a good overview of your customer base. It will inform you of what they are satisfied with, what they love, and what needs work. Next, your research continues with customer data taken from Customer Relationship Management (CRM) software. CRM software can show you what your customers are looking for by showing you what kinds of marketing campaigns and products they respond well to. Digital marketers harness these tools’ power to better understand what their customers want to create targeted social media campaigns. CRM has other benefits too, which we’ll come back to in a moment.
Finally, using remote assistance software like ViiBE can allow you to gather customer feedback on a large scale. ViiBE’s built-in knowledge management system can save documents and photos (like screenshots) from a call in its cloud-based knowledge base. You have the option to save videos from customer interactions, which can help you determine if there are recurring issues among your customer base. This knowledge is crucial to improving the customer experience of customer support.
Building off of this basis, it is time to create a plan to work on improvement areas. It is crucial to leverage what your customers already appreciate about your product or service. It is equally important to reduce what they dislike as much as possible. Perhaps there are new features you can implement to make your product more user-friendly? The solution will depend on your specific product or service. The good news is no one knows your company better than you do. Because CRM software gives you better information on your customers’ wants and needs, it can also improve customer satisfaction and customer retention. CRM software follows along each step of the customer journey from pre-sales to after. CRMs are ideal for a customer-centric organization because an employee can follow the customer along each step of the sales process and reach out if necessary.
Another key to exceeding customer expectations is excellent customer service. ViiBE’s remote assistance software makes it effortless to provide your customers with omnichannel communication. They can connect to a ViiBE call with a simple web link and speak to a support agent via video, voice, or text. Since ViiBE was designed to focus on customer experience, there is no need to download any software. You can store multiple calls under a single ticket, so repeat callers can quickly continue resolving their issue. Increased options for communication channels help your customer express their needs more clearly and quickly. It also assists in delivering customer service recovery when a customer is unsatisfied. Thanks to the service recovery paradox, customers are often more satisfied after an issue is resolved than had they never experienced a problem at all.
A quick post-call survey helps ViiBE track key performance indicators in real-time. It tracks First Call Resolution (FCR) rate to see how often customers must call again to resolve an issue. The survey also tracks Net Promoter Score (NPS), which measures how likely a customer is to recommend your company to a friend. These functionalities allow you to improve the quality of your customer interactions by pinpointing whether your product causes an issue or if a customer service representative needs more training. This data empowers your customer support agents with the tools to exceed customer expectations and become a truly customer-centric brand.
A company with a customer-centric culture will always put the customer first when making decisions. A customer-centric company should show customers that it cares about their needs and wants, and that it’s willing to act on that knowledge to improve its product. In order to reap the benefits of a customer-oriented business, you’ll need to take concrete steps to structure your business around your customer. The customer success cycle is the roadmap to achieving this goal. It illustrates how customer centricity is beneficial for your business. By listening to customer feedback, you can improve your product or service in a way that makes it more appealing. In the long term, this approach increases the perceived value of your product and, in turn, improves customer loyalty. This requires a shift in thinking from mere profits to delivering value to customers. Ultimately, your product’s performance will measure the impact of a customer-centric approach.
Most companies that are successful long-term recognize the importance of customer satisfaction. Identifying customer expectations and figuring out how to exceed them are vital first steps to shifting your focus on the customer. Becoming a customer-centric organization has never been easier, thanks to recent innovations. CRM software allows an unprecedented grasp on customer satisfaction throughout the customer journey. ViiBE’s remote assistance software simplifies customer support. ViiBE takes care of the technical details, allowing your customer support representatives to focus on the customer. The impact of these technologies is now simple to measure, thanks to ViiBE’s built-in KPI tracking tool. Consider using ViiBE to improve your customer support and end up with happier customers.
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