3 Habits that pave the way to customer centricity

Faith Ocampo Published on October 14, 2016

business team hand together team work

Customer centricity is more than just a business strategy. It’s a philosophy every brand must embrace to gain a unique competitive advantage.

Every company wants to be Starbucks, or Zappos, or Amazon—the leaders in shaping great customer experiences.

business team having fun over coffee watching tablet
Your employees are your most important asset, and if you can only choose one thing to prioritize, choose them.

But what does it really take to build a culture like theirs, one that puts the spotlight on the customer?
Exemplary customer service is a result of a people-focused organizational culture. The path to customer centricity starts from a conscious decision to transform oneself, and everyone—including every single employee—must rally behind this goal.
Then, the next step is to embed tiny but impactful habits into the organization to implement the necessary changes at a broad scale. If you can sustain the momentum, this will let you build an unyielding philosophy that would act as the core of your every customer care strategy.
Here are the three habits that would make you a customer-centric company.

1. Noticing the small details


The key to creating a brand that people will remember is to provide an effortless customer experience. In other words, your primary mission is to make everything easy for the customer. This means every process must be fast, efficient, and error-free. If you can fulfill this promise and do so consistently, your customers would love you. Yes, you do have to sweat the small stuff.

call center representative talking to customer in front of computer

The truth is, impressing customers doesn’t always mean that you have to delight them, although going the extra mile for them can be a powerful way to keep them around. More often, however, people just expect you to perform well to the best of your abilities.

To do this, pay attention to the details.

For instance, when your agents pick up the phone, do they greet the customer with a smile or do they recite a robotic “Hello-how-may-I-help-you” over and over? Do they show empathy and a genuine willingness to resolve issues or do they hurry through every single conversation as though it’s the last thing they want to do?

This applies not only to your customer support operations but also to every aspect of your business. Employees must adopt an optimistic attitude and a strong will to represent your brand in a positive light—which brings us to our next point.

 

2. Making employees happy


Here’s the thing: Too many business owners expect their employees to keep producing the best results, and yet they don’t invest enough on their people’s well-being and happiness. So if your employees are miserable, how can you expect them to make customers happy?

happy office boss high five employee

A customer-first mentality is a reflection of a well-built organizational culture. A stellar customer service can only be delivered by employees who truly understand how impactful their roles are, why they matter, and what they can do to help your brand grow.

Beyond this, however, you have to make your employees happy. As much as possible, they shouldn’t feel trapped by strict rules. Rather, a work environment that nurtures their creativity and promotes independence would let them exercise their full skill set, allowing them to contribute something unique to your organization.

Remember, your employees are your most important asset, and if you can only choose one thing to prioritize, choose them. This is a sure-fire way to build a successful enterprise.

 

3. Listening to customers


All the essential ideas that you need to improve the quality of your products and services are already out there. Customers speak up when they’re encountering problems, and they can sense the symptoms of a problematic organizational culture. It thus goes without saying that you need to listen to them.

customer answer customer survey on tablet at a cafe

Too often, business leaders don’t solicit people’s opinions because they think it’s a complex and expensive process. But it doesn’t have to be.

The resources that you need to gather customer feedback are actually readily available. You can reach customers through social media, email, or phone calls. You can create online surveys and distribute them among your target demographics.

In reality, the most difficult part of collecting information isn’t the data collection itself, but the planning and analysis stages. Therefore, you must build a team that focuses on these tasks. If executed well, however, this can be a great way to come up with new ideas and spot opportunities to make your customers feel special.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 10 days ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗟𝗮𝘂𝗻𝗰𝗵𝗲𝘀 𝗦𝗛𝗜𝗙𝗧 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺 𝗳𝗼𝗿 𝗘𝗺𝗽𝗹𝗼𝘆𝗲𝗲𝘀

Multilingual call center Open Access BPO announced the official launch of 𝗦𝗛𝗜𝗙𝗧: 𝗔𝗻 𝗢𝗔𝗕𝗣𝗢 𝗟𝗶𝗳𝗲𝘀𝘁𝘆𝗹𝗲 𝗠𝗼𝗱𝗶𝗳𝗶𝗰𝗮𝘁𝗶𝗼𝗻 𝗣𝗿𝗼𝗴𝗿𝗮𝗺, an initiative designed to foster sustainable health and well-being among its employees.

The program, whose acronym SHIFT stands for Sustainable Health and Integrated Fitness Transformation, aims to address the challenges of sedentary work lifestyles prevalent in the BPO industry by providing comprehensive support for health improvement.

The OABPO SHIFT Program will offer a holistic approach to employee wellness, encompassing structured physical fitness activities, wellness coaching, and a smart, sustainable nutrition guide.

This program highlights Open Access BPO's dedication to employee well-being, recognizing that healthy team members are key to both professional success and a great quality of life.

Employees are encouraged to check their official Open Access BPO email for detailed information on program enrollment and participation.

#WeSpeakYourLanguage
#OneForHealth #oabpoSHIFT
#IdeaHubOABPO #EmployeeWellness
#WellbeingAtWork
Open Access BPO 14 days ago
Delivering outstanding #CustomerSupport on over #SocialMedia promptly is essential for enhancing #CustomerSatisfaction and improving the overall brand experience.

But how can your brand consistently deliver on this crucial front?

Improve your customer interactions and build stronger connections on social media by reading all about it on our blog: https://buff.ly/sdjJ2A3

——————————
Give your brand a CX boost on the social web!
Outsource to a #CustomerService expert today: https://buff.ly/aBetHaO

#WeSpeakYourLanguage
#CustomerService #CSat
#CustomerExperience #CX
Open Access BPO 24 days ago
The world is getting smaller, and your customers come from all corners of it!
Partnering with a culturally diverse #CallCenter team isn't just the right thing to do, it's a smart business move.

Learn about the key benefits in our blog:
https://buff.ly/360SqHP

----------
Want a high-value #CustomerExperience for your diverse audience?

Let our multicultural teams help your brand break into international markets without worries.

Contact us today: https://buff.ly/59i7YD6

#WeSpeakYourLanguage
#CX #diversity #inclusion
Open Access BPO 24 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 24 days ago
Open Access BPO is kicking off our Pride Week, a dedicated series of events celebrating #PrideMonth. This initiative underscores our commitment to fostering a workplace culture built on #inclusion and #diversity.

Throughout the week, we've planned a series of meaningful activities designed to celebrate the #LGBTQIA+ community. We believe that fostering an environment where every individual feels valued and empowered is crucial for our collective success.

Our dedication to creating a safe and equitable space extends beyond this week, reflecting our ongoing commitment to a more inclusive future for all.

#WeSpeakYourLanguage
#PrideMonth #Pride2025 #UnitedByLove
#OneWithDiversity #PrideMonth2025
Open Access BPO 24 days ago
Open Access BPO conducted Plant It Forward, a two-part tree-planting initiative, held in Laguna and Davao in May and June 2025.

Volunteers from both activities planted 300 Philippine indigenous trees, which were selected to help maintain the biodiversity in the area.

“This program is more than just planting trees; it’s about cultivating a culture of social responsibility within our organization and demonstrating our commitment to the communities where we operate,” said Joy Sebastian, Global VP at Open Access BPO.

This is only the start. Open Access BPO vows to continue investing in such environmental projects, affirming its core value of creating positive impact.

Read more about the green initiative here: https://buff.ly/HjTlHZC

#WeSpeakYourLanguage
#OABPOPlantItForward
#OABPOcares #IdeaHubOABPO