6 Steps to Help You Put Customers at the Center of the Organization

Consumer Products & Retail

July 20, 2017 / 2 min read


Customer Experience

6 Steps to Help You Put Customers at the Center of the Organization

How do you approach creating a fruitful customer-oriented culture within of your business?

While many organizations mention having a business culture focused on customer experience, few of them acknowledge having the capability to make adjustments based on the feedback they receive from their customers. How do you go about building an effective, fruitful customer-centered culture within your organization? 6 steps can help you achieve this goal:

  1. Identify the customer: It is important to identify everyone interacting with the business.
  2. Understand the customer: using a persona can help you gain a better understanding of the behavior and needs of the customers identified at the first stage.
  3. Outline the customer lifecycle: the cycle includes stages such as need, considerations, selection, buying, commitment, loyalty, abandonment, etc.
  4. Map the customer journey: at this stage, you need to describe all actions taken by a customer when interacting with your business for a specific purpose (ex.: ordering a product).
  5. Listen to customers, or, rather, the stakeholders: the customers you should be listening to include employees, suppliers, partners, etc. Several methods are available for collecting data on customer opinions. It is at this stage that they will be used.
  6. Communicate feedback and learning to the right people: A customer-centered culture of communication, training, and employee recognition can be maintained effectively.

Source: http://www.cx-journey.com/2017/06/6-steps-to-help-you-put-customers-at.html?

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