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Practical steps in creating a Customer-Value mindset

In today's business world, customer experience has become the key differentiator for companies to stand out in the market. Providing excellent customer service is crucial to building a loyal customer base and driving growth.

However, this can only be achieved when all employees, from frontline workers to senior executives, adopt a customer-centric mindset. In this blog, we will share how you can encourage your employees to adapt a "Customer Value" mindset and provide practical steps to assist you on your journey.


According to a recent study by PwC, 73% of consumers say that customer experience is a key factor in their purchasing decisions. Furthermore, 65% of consumers say they have cut ties with a brand over a single poor customer experience. These statistics highlight the importance of providing excellent customer service.


Here are some practical steps you can use in your workplace.


Communicate Reguarly


Highlight how customer value is impacting the success of the organization. This can be done by sharing customer feedback, statistics and trends. Package this information up in a newsletter, team huddle or email. Ensure the information is concise and relevant. Follow up by asking the team to reflect on how the data can be used to create further value for the customer and create action plans that hold people accountable to their initiatives.


Lead by Example


Leaders should lead by example and model customer-centric behavior. They should demonstrate their commitment to customer value through their actions, such as actively listening to customer feedback, responding promptly to customer inquiries, and showing empathy and understanding towards customer needs. Leaders should also be open and receptive to new ideas and creative solutions that adapt to evolving customer needs. When employees see their leaders making customer value a priority, they are more likely to be inspired to follow suit.


Train & Educate


Run regular training and education activities on customer service best practices, including how to handle customer complaints, how to empathize with customers, and how to provide solutions that address customers' needs.


As part of this, using a framework (such as Alex Osterwalder's Value Proposition Canvas) to identify and understand how customers perceive value (monetary, social, functional, psychological) and assess how much value your products and services are offering, can be an effective tool in prioritizing what areas should have more of a focus, and which can take a back seat (or be dropped altogether). Additionally, training workshops also provide an opportunity for employees to map out any challenges or barriers that may be hindering value adding practices and ideate solutions that address them.


Recognize & Reward


Recognize and reward employees who demonstrate customer-centric behavior. This could include giving awards, certificates or bonuses to employees who consistently receive positive customer feedback or who go above and beyond to solve customer problems. Empower these employees to share their experience and expertise to inspire and motivate others.


Foster a Customer-centric Culture


Foster a culture of customer-centricity by creating an environment that encourages and supports customer service excellence. This can include creating policies and procedures that prioritize customer service, involving employees in the decision-making process, and promoting a collaborative work environment. When employees are involved in decisions, they feel a stronger bond of responsibility, feel valued and focus their energy on future oriented solutions.


In conclusion, customer experience is critical to the success of any business, and adopting a "Customer Value" mindset is key to delivering exceptional customer service.


If creating value for customers is important to the success of your organization, Perky People can work with you to co-design, facilitate and implement bespoke solutions that align with your specific needs.


For more information, drop us a message at contact@perkypeople.co.nz

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