{"id":24677,"date":"2019-12-23T12:58:27","date_gmt":"2019-12-23T12:58:27","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=24677"},"modified":"2025-09-26T04:44:16","modified_gmt":"2025-09-26T04:44:16","slug":"customer-centric-organization","status":"publish","type":"post","link":"https:\/\/www.proprofschat.com\/blog\/customer-centric-organization\/","title":{"rendered":"10 Ways to Build Customer Centric Organization"},"content":{"rendered":"\n

If you were to answer a question, \u201cWhat is that one thing that customers hate the most? <\/span><\/p>\n\n\n\n

What would you say?<\/span><\/p>\n\n\n\n

Without a doubt, it would be struggling to find a solution to their problems. <\/span><\/p>\n\n\n\n

Customers don\u2019t want to go out of their comfort zone to solve their own problems. They like instant and effortless solutions. <\/span><\/p>\n\n\n\n

So what can you do to provide a smooth and delightful experience to customers throughout their journey?<\/span><\/p>\n\n\n\n

You might have a hard time believing, but the most effective solution is building a customer centric organization.  <\/span><\/p>\n\n\n\n

But what is customer centricity? A few staff meetings, with pitch deck presentations<\/a>.<\/strong> Maybe a couple of customer surveys<\/p>\n\n\n\n

That\u2019s not it. You need to do a lot more than that.<\/span><\/p>\n\n\n\n

For decades, companies of all sizes across the globe have been working on their <\/span>customer centric business strategy<\/b>. And the results are starting to show because these companies are placing customer centricity in the midst of their core brand and mission.<\/span><\/p>\n\n\n\n

For these businesses, customer centricity is not just a buzzword. What they do is basically put a premium on the customer and their experience with the product, service, or brand. They will go above and beyond so that their employees do what it takes to ensure that the customers are always happy and satisfied.<\/span><\/p>\n\n\n\n

But that is not where it ends.<\/span><\/p>\n\n\n\n

Do employees figure anything somewhere in the larger scheme of things? Of course, they do.<\/span><\/p>\n\n\n\n

The degree to which employees within the business are empowered can actually determine the success of building a <\/strong><\/span>customer centric organization<\/b>.<\/span><\/p>\n\n\n\n

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Statistics<\/span><\/a> say that 79% of employees in companies that have high ratings on their CX are engaged in comparison to only 49% in companies with below average CX.<\/span><\/p>\n<\/blockquote>\n\n\n\n

The elements that can drive empowerment, retrieve information and tools, be motivated and the licence to resolve issues.<\/span><\/p>\n\n\n\n

<\/span>Ways to Build A Customer Centric Organization<\/b><\/span><\/h2>\n\n\n\n

In spite of such efforts, why do you see so many businesses struggling to get <\/span>customer centricity on track?<\/span><\/p>\n\n\n\n

It is quite possible that the volume, velocity and variety of customer data can be overwhelming for many businesses. Or perhaps, their strategies may not be adequately supported by systems and technology. Maybe they just lack processes and operational capabilities<\/span><\/p>\n\n\n\n

In the face of such hurdles, how do you build a <\/strong><\/span>customer centric culture<\/strong>?<\/strong> These baby steps can help you get started:<\/span><\/p>\n\n\n\n

1. Listen, Think and Act on Customer Opinion<\/b><\/h3>\n\n\n\n

Are you just hearing or actively listening to what your customers are saying?<\/span><\/p>\n\n\n\n

There\u2019s a knowledgeable difference between the two to the extent that hearing can break your business and active listening can make your business.<\/span><\/p>\n\n\n\n

Customer experience metrics have penetrated most organizations. So, the chances of your business relying on these insights are quite probable.<\/span><\/p>\n\n\n\n

But it is not just about customer satisfaction survey<\/a>s or getting to track the Net Promoter Score<\/a><\/strong> although both can be part of the overall equation. These solutions have their own set of inherent flaws because they do not direct you towards the issues or delights of what helps you arrive at this score. Moreover, it is not a one-time act but a continuous investment.<\/span><\/p>\n\n\n\n

Therefore, what you should be doing instead is to start listening to your customers proactively. Ask them what they think and tell them that your opinion is valued. Analyze these inputs and then act on it. Like in ProProfs Chat, not only do you get to initiate a chat with your website visitors but also take their feedback at the end of the chat through a post-chat survey form.<\/span><\/p>\n\n\n\n

ProProfs Live Chat<\/a> also helps your operators understand the customer pain-points and improve response time<\/strong> to make sure that no customer feels left out. This allows you to boost customer satisfaction and keeps customers delighted.<\/span><\/p>\n\n\n\n

Remember that emotional connections are the ones that you recall and retain. Let\u2019s understand this with an <\/span>example<\/span><\/a>:<\/span><\/p>\n\n\n\n

Example:<\/i><\/b> Zappos, the online shoe store shows us a great example.<\/span><\/p>\n\n\n\n

It so happened that a customer wanted to return a pair of shoes but could not do it within the store\u2019s stipulated time frame. There was a bereavement in the family which resulted in the delay.<\/span><\/p>\n\n\n\n

What most businesses possibly would have done was to refuse the return. Instead, Zappos did the exact opposite. Not only did they accept the return but they arranged for the shoes to be shipped at zero cost to the customer.<\/span><\/p>\n\n\n\n

In fact, they went beyond usual protocols and sent a bouquet and a note offering their condolences.<\/span><\/p>\n\n\n\n

Wouldn\u2019t you say that this is customer service with a human touch?<\/span><\/p>\n\n\n\n

And how do you create these connections? Simply by listening, understanding and responding to the situation. <\/span><\/p>\n\n\n\n

This is a perfect example of how a customer centric organization works and create bonds with the customer that lasts a lifetime.<\/span><\/p>\n\n\n\n

2. Remember That Customer Perceptions Are Real<\/b><\/h3>\n\n\n\n

We are at a turning point in human history where there is constant connectivity. With such dramatic intrusion of technology what exists now is a \u2018know it all\u2019 environment. This, in turn, is redefining the manner in which you, and your customers build their perception of a brand<\/a>.<\/p>\n\n\n\n

Think about your brand and ask yourself these questions.<\/span><\/p>\n\n\n\n

Why do your customers like your brand?<\/span><\/i><\/p>\n\n\n\n

Why do your customers like using your brand?<\/span><\/i><\/p>\n\n\n\n

Does your brand trigger emotions when customers think about it?<\/span><\/i><\/p>\n\n\n\n

And where do you think the experiences that the customer has with your brand lives through for years?<\/span><\/p>\n\n\n\n

They are etched in their minds as memories for life.<\/span><\/p>\n\n\n\n

So, if you are looking to change your customers\u2019 perception, you have to really understand their expectations.<\/span><\/p>\n\n\n\n

And this starts with understanding the gap between customer perceptions and their expectations of the actual experience. That is your first step forward in adopting a more <\/span>customer centric approach<\/i><\/b>.<\/span><\/p>\n\n\n\n

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Ensure you deliver what your brand promises. <\/em><\/strong><\/p>\n<\/blockquote>\n\n\n\n

Otherwise, even with the most well-intentioned marketing initiatives, customers are bound to counteract with their perceptions of the brand.<\/span><\/p>\n\n\n\n

Looking at the <\/span>example<\/span><\/a> to get more clarity on the concept:<\/span><\/p>\n\n\n\n

Example:<\/i><\/b> Facebook\u2019s strong brand perception hit a rough patch in 2018. This primarily happened because of their privacy scandals, electoral controversies, hate speech, and misguided information, shaking the very foundation of democracy.<\/span><\/p>\n\n\n\n

The <\/span>Edison Research<\/span><\/a> found that Facebook today has an estimated 15 million fewer users in the US in comparison to 2017.<\/span><\/p>\n\n\n\n

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Mark Zuckerberg<\/strong> opened his keynote address at Facebook\u2019s F8 Developers Conference in 2019 said, \u201cLet\u2019s talk about building a privacy-focused social platform\u201d which made it obvious that he is making an effort to change the negative brand opinion of his brand to a positive tone.<\/span><\/p>\n\n\n\n

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While it may not seem like a significant move to begin with but pair it with the brand and product tweaks and you have an image restoration project underway.<\/span><\/p>\n\n\n\n

Now that\u2019s the trait of an ideal customer centric company.<\/span><\/p>\n\n\n\n

3. Involve Customers by Making Them Part of The Solution<\/b><\/h3>\n\n\n\n

Can you ever get your customer centric strategy right if you do not know your customer\u2019s point of view?<\/span><\/p>\n\n\n\n

The successful launch of any product or service in the market is customer-controlled and smart brands have long since realized this as a fact.<\/span><\/p>\n\n\n\n

The idea is to co-create<\/strong>. Work together in an involved process that includes design, experiences, services, products, physical environments and more. Even though brands will continue to drive product innovation, but the customer will sit at the head of the table.<\/span><\/p>\n\n\n\n

Rely on customer feedback.<\/strong> Get their honest opinions. This will help in establishing a more robust <\/span>customer centricity model for your company.<\/span><\/p>\n\n\n\n

Take a look at this <\/span>example<\/span><\/a> of the perfect customer centric innovation:<\/span><\/p>\n\n\n\n

Example:<\/i><\/b> As one of the world\u2019s largest logistics companies, DHL has long since known the impact of innovating products and handles the challenges of improving the efficiency of their supply chain and logistics processes with the assistance of their customers.<\/span><\/p>\n\n\n\n

By organizing over 6000 hands-on workshops on a regular basis in Germany and Singapore, loyal customers have been able to co-create solutions that have significantly influenced customer satisfaction. One such product that is an outcome of these engagements is a test drone delivery service known as the <\/span>Parcelcopter<\/span><\/a>.<\/span><\/p>\n\n\n\n

And how do you know that DHL has actually found success through this process? That\u2019s because numbers don\u2019t lie.<\/span><\/p>\n\n\n\n

Forbes reported<\/span><\/a> that DHL\u2019s customer satisfaction scores increased by 80% as a result of these co-creation initiatives.<\/span><\/p>\n\n\n\n

Now, wouldn\u2019t you call this a <\/span>customer centric strategy?<\/span><\/p>\n\n\n\n

Another such impactful customer-focused strategy is to create an online knowledge platform using ProProfs knowledge base software<\/a><\/strong>. It\u2019s a powerful tool that comprises unmatched features and functionality to help you build a self-help platform<\/strong> where customers can search for the information they need and solve queries on their own. <\/span><\/p>\n\n\n\n

To know if customers are finding your knowledge base helpful, you can go through the insightful knowledge base reports offered by this software. These give you detailed information regarding – <\/span><\/p>\n\n\n\n