A customer-first strategy can help your business enhance customer experience, increase customer retention, and boost employee productivity. How? In this post, we outline some proven ways to put your customers first.
What is a Customer-First Strategy?
A customer-first strategy is a business plan that revolves around the success of your customers. It focuses on improving their customer experience by solving major problems.
This includes addressing the following points:
- What are the expectations of your customer?
- What are the common issues your customers are looking to solve?
- How can you make life easier for your customers?
- How is your customer’s team set up?
- How can you improve your customers’ experiences by leveraging customer stories from the past?
Besides focusing on your customers, an effective customer first strategy will also focus on employee needs. After all, it is your employees who will be interacting with your customers or creating products and services for them. If your employees feel undervalued, they will not put 100% into satisfying your customers.
Why You Must Put Your Customers First
Any business that relies on recurring revenue must put their customers first. Improved engagement and the quality of customer interactions will drive sales down the line. We all know that happy customers spend more and are more likely to refer your business to others.
A customer-first approach that focuses on solving customers’ problems will improve the longevity of your business.
5 Elements of Customer Strategy to Consider
An effective customer strategy usually consists of two initiatives: customer-focused and employee-focused. You will need to pay attention to the needs and expectations of both your customers and employees so you can put your customers first. Here are 5 useful elements to consider when creating a customer strategy for 2021.
1. Understand your Customer Base
If you haven’t yet, it is extremely crucial to create personas depending on your customer. Creating customer personas helps you get into the mindset of your audience, their needs, demands, expectations, preferences, and so on. This can further help you serve them better.
By failing to understand the needs of your customer base, you might not be able to guide customers along the right journey. In addition, you might not be able to quickly solve their problems.
2. Study Customer Behavior & Needs
To have a true customer-first strategy in 2021, you will need to pay attention to customer needs. This will help you retain more high-quality account. It’s very important to study your customers so that you can proactively respond to their needs.
Start by tracking customer metrics such as lifetime value (LTV), customer retention, satisfaction, and net promoter score. Ensure that all departments (especially sales, operations, and support) have access to this data. Your business can then start building an incredible overall customer experience.
3. Focus on Improving Employee Experience
Employee experience (EX) must be considered as part of your customer strategy. The value of a great employee experience is immense!
EX means taking key steps towards improving the collective experience of your employees. You may consider popular incentives such as remote work and perks. Additionally, you can provide employees with training materials and courses so they can continue to better their skills and talents. Above all, you should allow for growth within the company. This helps lower employee turnover rates and ensure productive employees but also save.
Working on your business’ EX means creating a stable and healthy work environment. Happier employees have more pleasant customer interactions, which in turn drives customer success.
4. Be Accessible Worldwide
Part of a strong customer first strategy is being accessible and reachable to your customers no matter where they are. No customer should have to pass through hoops or wait for days to get support. You must have enough customer service and technical support reps to satisfy customer needs. Furthermore, be active on multiple channels such as phone, email, live chat, social media, video. This ensures that you are always reachable.
If you are running an international business, it is important to have strong global communication. Consider subscribing to an international call forwarding service. Such a service will route calls to your team anywhere in the world. This gives your customers a free or inexpensive way to call your business, irrespective of physical distance.
Being reachable and providing quick responses will increase customer trust in your business and improve customer success.
5. Collect Feedback & Grow
Finally, collect feedback from customers on a regular basis. You can use surveys to understand where your business is succeeding and what problems you can solve for customers in the future. Then, brainstorm and apply practical solutions to key issues. A strategy that puts your customers first will make your business a better place to be.
Create Your Customer First Strategy in 2021
Implement the above tips to build and execute an effective customer first strategy that proves helpful for your customers and employees. How can Global Call Forwarding help? Check out this list of great customer service tips.