4 Tips to Make Your Business More Customer-Centric

Everyone likes special treatment and your customers are not an exception. Due to the fact that the future of your business depends on them (and they know it), as well as the fact that they’re supposed to give you their hard-earned cash, a lot of your customers might feel like they deserve a particularly high standard when it comes to your service. So, in order to give them what they want (nay, what they deserve), you need to find a way to make your business more customer-centric. Here are four tips to help you achieve this in no time.

1.  Hire empaths for your customer support

When it comes to organizing customer support, you need to have people who can, not just understand but feel the situation of the person on the other end of the line. Sure, you can’t fix every single problem that your customers have, but just by showing them that you care, making a promise that you’ll see to it in the future and deciding to make it all better in the future can mitigate the damage. A lot of guides recommend trying to walk a mile in your customer’s shoes, however, why not hire people who can actively do this during every interaction.

2.  Gather feedback

The next thing you need to do is try actively listening to their complaints and suggestions. Keep in mind that even though you’ve done your homework, your customers are still the primary users of your services. As such, they know it best. Keep in mind that if you give people an opportunity to post their opinion, there’ll be a lot of people out there complaining for no reason. Even these people need to be treated with respect, so try acting as if they’re indeed offering constructive criticism.

3. Improve the checkout process

One more thing you need to understand is that your audience is there to see your offer, make a purchase and leave. This is why your checkout process may greatly determine customer satisfaction. In e-commerce, you can improve it by not requiring registration for one to buy (even if you do offer the non-mandatory option for registration). In the brick and mortar business, on the other hand, you might want to find a way to automate the checkout process (for instance, self-service in retail). In some industries, the check-in process is just as important, which is why you might want to invest in adequate visitor management app to assist you.

4.  Lenient return policy

The next thing is a bit of a controversial subject, you see, sometimes, the customer won’t be satisfied with the product/service that you’ve provided. In that case, they may ask for a refund and it’s in your best interest to agree to these terms. First of all, the value of a single unit won’t run you out of business. Second, return customers make the majority of your profit, so if you honor your dissatisfied customers, there’s still a chance that they might come back. Lastly, this could save you from a bad review, which could do a lot more harm.

Conclusion

The last thing you need to remember is the fact that your organization is customer-centric doesn’t mean that you can let them walk all over you. Moreover, the customer is not always right, you need to learn how to set some boundaries, as well as find a way to protect your staff from abuse. This way, you’ll raise employee loyalty, maintain both theirs and your dignity and even earn some respect from your clients. When it comes to assertiveness and technical assistance, you need to do all that’s in your power.