Customer Centricity: Start With Customer Support
Among the fundamental tenets of Customer Centricity is service. Why? Services are taking thing to do proper care of another person. More to the point, it’s following through to produce value for another person (Ron Kaufman). It’s how one adds value to other people and along the way, gains much more of themself. Generally (though not purposely), people feel better about supplying others something, as doing this naturally entails an optimistic feeling within themselves. Essentially, services are a spirit of altruism. It is not only a process to follow along with, however a mindset of purposeful engagement and positive communication that results in a productive conduct.
Let’s define Customer Support.
Wikipedia defines Customer Support as the action of taking proper care of the customers’ needs by supplying and delivering professional, useful, top quality service, and assistance before, during, after his/her needs are met. Certainly one of my personal favorite Customer Support (CX) gurus, Michael Falcon, defines it as being “an action inside an entire customer experience and also to achieve a great experience, every touchpoint from starting to finish should be exceptional.” Be aware this meaning of Customer Support brings about its particular component, “touchpoint,” meaning, every location of connection with a person (in person, telephone calls, emails, ticket logs, etc).
However, Turban (2002), defines Customer Support as “a number of activities made to enhance the amount of client satisfaction — that’s, the sensation that a service or product has met the client’s expectation.”
Apparently during these concepts provided by professionals, common factors in Customer Support surface: action/delivery, care, and meeting customers’ needs. Additionally, there’s frequent use of superlatives for example exceptional, excellent, greatest quality, and so on.
The bottom line is, Customer Support is any pursuit on all customer touchpoints, where we deliver our understanding and talents to people to meet their demands and expectation in a very good way. It’s a cornerstone to some customer experience (CX) strategy. It’s a balance of commendable functions between delivering service (including guidelines and agent experience) and satisfying customers at a price. It’s about how a company delivers its services or products within the most humanly satisfying manner, as enjoyable as you possibly can.
What sort of services are needed then? Answer: we want superior service be delivered at any touchpoint, for “Good is not adequate.” To quote Ron Kaufman once again, “That which was adequate for yesterday, is not adequate for today. What’s adequate for today, will not be great enough for tomorrow.” This really is so due to the fast-altering business community. It is crucial to help keep climbing the ladder and services information level to maintain the competitive atmosphere. Staying close for your customers and extremely anticipating their demands as even their needs and wants also change rapidly. “The corporate world is definitely unpredictable,” as the saying goes it. This provides us more need to get even closer and become acquainted with our customers better still.
With standards ever rising, how then will we give great or superior service? As pointed out, there should surely be considered a balance of sterling performances between your product (technical or else) and experience (relationship facet of our customer interactions). On the top of the, we have to make our customers important. One critical element of Customer Centricity is really a customer-focused mindset (or for many people, “customer-first mindset”). Concentrate on them as people and no problem to produce a satisfying human experience. Superior/things to look for might not only lead to Client Satisfaction alone but much more, Customer Loyalty — the best reward of Customer Centricity. With no question, top-notch service creates loyalty along with a coming back customer, that is all of our aim running a business.
