Happy customers = #loyalcustomers – 5 tips for creating a #customer-centric culture
Take a minute to stop and think about those companies that you are loyal to in your personal life. Your local Indian takeaway, a supermarket, a hairdressers. Now think about why. I’m sure they weren’t the first company you visited. Sounding familiar? Now stop to think about why you are loyal to them and not the 2, 3, maybe 10 others you tried before them…
I’m sure, like me, when you stop and think about it, the biggest factor in your choice to become a loyal customer is the level of customer service they provide you with. So why, as marketers, do we seem to forget what an important role it plays within our own businesses?
Frontline employees work with customers every day and are the main points of contact for the relationships your customers have with your company. So how do you make sure their interactions with your customers are positive and engaging?
Well, I read an interesting article the other day by Hayley Barrile on creating a customer-centric culture.
These were her 5 top tips for creating a customer-centric culture:
- Hire the right people
- Set expectations and guidelines
- Empower your people to take action within those guidelines
- Provide tools to measure and improve performance
- Recognise and reward action
There is some really good advice here that I think we should all give more thought to. To find out more read the complete article
For some practical advice on how to generate customer loyalty through a customer-centric culture, join Jenn Lim, CEO & Chief Happiness Officer of Delivering Happiness and Consultant for Zappos inc at the 9th annual Loyalty World conference in London. Jenn and Tony Hsieh (CEO of Zappos) created Delivering Happiness to inspire happiness in work, and she will be using Zappos as a live case study to show how you can successfully build a business from the customer up!
