How to be more customer-centric during uncertain times as a Business Owner

In this day and age, there is some degree of uncertainty in the world. This applies to both business owners and to customers. If you want to make sure that your business comes out on top, or if you want to make sure that you are doing everything you can to break down barriers and surpass expectations, then you need to adopt a customer-centric approach. Here’s how you do that.

Can you Anticipate your Customer Needs?

Henry Ford, the creator of the Ford motor company once said:

If I had asked people what they wanted, they would have replied with ‘faster horses’.

Ford was essentially saying that if he had listened to what his customers had to say, he would have never built cars. He was thinking way ahead of the competition and he was eventually able to create a product that anticipated the needs of the market right now, as well as the needs of the future market. Ford knew what the customer wanted, long before they knew it themselves. This is a game-changing business move.

Sure, most customers are able to provide an accurate account of what they want in this day and age, but gauging the long-term need is very difficult for most people. They rely on companies to anticipate their needs for them and make helpful suggestions. The more you can do this, the more likely you’ll be to stand out while also providing your customers with the support they need from start to finish.

Can you Collect Digital Feedback?

It may seem obvious, but if you want to create a fantastic customer-centric company, you need to work hard and communicate regularly with your customers. In this day and age, there are so many encounters where you can collect customer feedback. Here are a few of them, so you can then make an informed decision:

• Chat
• SMS
• Email
• Phone Calls
• In-Application Messaging
• Messaging Boards
• Facebook Messenger

Every department should be using all of the channels listed above, as this will give you the quantitative insight you need to adjust your roadmap overall. If you want to help yourself, and your customers, then why not try and conduct a survey? The most successful companies in the world understand the value of surveys, and your customers will appreciate the fact that you are giving them a say in your business overall. If you need some help facilitating digital surveys or if you want to improve your digital communication avenues, consider looking into digital transformation consulting, as this is a great way for you to modernise your business. You will also find that digital consulting can help you to process the data you have collected, so you can use it to your advantage much more efficiently.

Could you Be More Accessible?

Servicing customers can be expensive to say the least. So many brands hide their support option behind layers of pages, so that they get less calls, and therefore need to commit less time to customer service. Take Facebook for example, it’s impossible to find a phone number on their help page. They’d much rather communicate through help articles or even live chat before giving out a number.

If you want to become more customer-centric, then you have to make sure that your “Contact Us” page is visible and that it is also very easy to access. If you don’t have a website, or if your current pages could do with an upgrade then remember that a digital transformation services company can help you to launch a site and an SEO campaign with ease, so the only thing that you have to worry about is running your business.

Could you Provide a Better Customer Service by Hiring a Digital Transformation Services Company?

Did you know that one of the best ways for you to showcase yourself as being more customer-centric, would be for you to provide value beyond the point of purchase? This shows your customers that you are truly invested in them and that you want to do everything you can to create a delightful experience overall. One way for you to do this would be for you to invest in proactive customer service. This means giving your customers the resources they need to solve issues on their own, so they are not on hold waiting for your customer service team. A digital transformation consultant can help you to craft help pages, FAQS or supportive networks of content, so you can help your customers more while freeing up more valuable team time to concentrate on the more time-sensitive issues they are having. All of this will ultimately add up to you providing a better service overall, while being much more customer-centric for the future.

If you’re on the fence about hiring a digital transformation company then simply look to the big names who have rocketed their success as the result of partnering with an agency. Porsche for example, had their management of standards transformed and IM Group, who deal with Subaru, Citroen and Isuzu had their customer relations completely overhauled, with an additional focus put on data protection, marketing capabilities and communication.

Some of the services that our digital transformation company can provide you with include:

• Web design and development
• Cloud development
• Software development
• Mobile development
• System integration
• SEO
• Software outsourcing
• Social media
• Consultancy
• And more

All of this will ultimately help you to become more customer-centric, while giving you the chance to harness the power of your brand like never before.

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