Organisations need to have a customer centric mindset from CEO all the way down to the front line in order to achieve success. Experience suggests that attracting and retaining customers in challenging, competitive times is easier if you focus on ten issues.
- Content – keep people informed, stimulated, engaged.
- Communication – listen as well as explain and support.
- Customer care – genuinely support each individual customer.
- Community and culture – build a community and a culture of mutual support / fun / practice (whatever community and culture works best for you).
- Convenience, ease and speed – these attributes are becoming routine: don’t neglect them.
- Connectivity – connecting with other businesses, people, shared interests. Remember, people are social.
- Cost and value – drive costs down and drive up value, for example, by using technology.
- Customisation – give people precisely what they value, and where possible enable them to customise your offer to their specific needs.
- Capability – measure, reflect, review, learn, develop, change and improve. Constantly.
- Context – meet customers where they are, talk their language, show empathy.
