{"id":1388,"date":"2012-12-11T10:01:20","date_gmt":"2012-12-11T10:01:20","guid":{"rendered":"http:\/\/www.customerservicemanager.com\/csm210469\/?p=1388"},"modified":"2021-04-08T09:03:03","modified_gmt":"2021-04-08T09:03:03","slug":"customer-centric-service","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/customer-centric-service\/","title":{"rendered":"Customer Centric Service &#8211; How to Become a Customer Focused Organization"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter wp-image-25497 size-full\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2012\/12\/Customer-Support1.jpg\" alt=\"Customer centric team leader\" width=\"598\" height=\"399\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2012\/12\/Customer-Support1.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2012\/12\/Customer-Support1-300x200.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><b>Becoming customer centric is one of the most important aims of any organization. Companies focused on customer service have more loyal customers, happier employees and perform better financially.<\/b><\/p>\n<p>Before we go further, let&#8217;s define customer centricity.<\/p>\n<p>Customer Centric Definition:<\/p>\n<blockquote><p>&#8220;Putting customer focus at the heart of everything you do, in order achieve customer satisfaction and loyalty&#8221;.<\/p><\/blockquote>\n<p>Here are five steps to becoming customer centric.<\/p>\n<p><strong>1. Identify who Your Customers Are<\/strong><\/p>\n<p>Customer centric companies know exactly who their customers are. Segmentation and CRM software and solutions can further help in the capturing of data and knowledge management.<\/p>\n<p><strong>2. Find Out What Your Customers Want<\/strong><\/p>\n<p>By asking customers what kind of products and services they would like, you can customize your service and achieve loyalty.<\/p>\n<p><strong>3. Design Your Customer and Sales Process Around the Needs of the Customer<\/strong><\/p>\n<p>Putting the customer at the heart of your processes and supply chain ensures your business runs smoothly and consistently in the eyes of your customer. Process mapping is a great tool to use here.<\/p>\n<p><strong>4. Train Your Employees<\/strong><\/p>\n<p>Training is an essential part of providing a truly customer centric experience. Staff training can be done in house or outsourced to an training consultant.<\/p>\n<p><strong>5. Put in Place Performance Metrics and Measure Customer Feedback<\/strong><\/p>\n<p>What gets measured, gets done is true in this aspect. By consistently measuring your service delivery you will be able to make business process improvements where and when necessary.<\/p>\n<p>Follow these simple steps and you too will be on the way to becoming customer centric.<\/p>\n<p><strong>About the Author<\/strong><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-2674\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2015\/04\/ian-miller-photo2.jpg\" alt=\"Ian Miller, CSM\" width=\"77\" height=\"77\" \/>Ian Miller is Editor of Customer Service Manager Magazine \u2013 the leading resource and community for customer service professionals.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>how does an organization take a customer centric approach to it&#8217;s strategy? Here are five key steps to implementing a customer centric model and achieving customer centricity for your business..<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[2],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1388"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=1388"}],"version-history":[{"count":7,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1388\/revisions"}],"predecessor-version":[{"id":25504,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/1388\/revisions\/25504"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=1388"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=1388"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=1388"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}