How to Find Out If Your Brand Is Really Customer-Centric

Faith Ocampo Published on April 10, 2017 Last updated on December 22, 2022

There’s no instant formula for building a successful enterprise, but if you’re trying to make your brand more customer-centric, then you’re on the right track.

But how can you make sure that your brand, together with your call center, is doing a good job of capturing clients’ interests?

customer centric depiction arrows pointing to customer

Many business owners are under the impression that they’re running a client-focused company. But those who harbor this false perception are the same ones who are dangerously complacent. They’re confident that they can make a customer happy, causing them to think that this alone can lead them to success.

Customer centricity, however, goes beyond making a customer happy. To build a truly people-focused organization, you need to place consumers’ interests at the heart of your business.

It’s not just about making a customer smile whenever you’re talking to them. Rather, it’s about making them your first priority in every step of the way. Whether you’re launching a new customer support strategy, opening a new store, or designing a new product, every decision you make must revolve around the customer.

As a business strategy, building a people-centric firm requires a great deal of sacrifice. You can’t let your personal interests get in the way or you’ll only end up undermining your own success.

So how do you know if you’re truly customer-centric? Here are three ways to find out.

  1. Review Your Customer Policies

    customer centric review of company policies

    Ideally, your policies should serve one purpose: to make customers’ lives easier. If your policies are making it hard for a consumer to enjoy your products or services (e.g., complicated payment modes, tricky product return policies, etc.), then you may not be so customer-focused after all.

    Take a look at your company policies and ask yourself if they’re getting in the way of the customer experience. For this, consult your company leaders. Your customer relations expert, marketing specialists, and product managers can help you evaluate and revise your existing rules. Even your customer support agents can enlighten you on what callers usually complain about when they dial your hotline.

  2. Ask Your Customers

    customer centric depiction business executive talking to consumers

    Communicating with your customers is, of course, one of the best ways to find out where you’re going wrong. And yet, too few companies invest in this endeavor. Sure, this might require you to build a full-blown market research initiative. It can get expensive, tedious, and time-consuming, and that’s probably why it doesn’t sound like an appealing idea.

    But you need to give your customers a chance to speak up. And you need to talk to them directly to understand their sentiments. Some specific questions you may ask them are as follows:

    • Have you encountered any difficulties while doing business with our brand?
    • How can we improve our products?
    • What features would you like to see in our new products?
    • Have you been in a displeasing customer support interaction with one of our representatives?
    • Have you encountered an unsound or unfair policy while dealing with our brand?
  3. Assess Employee Engagement

    customer centric depiction company executive chatting with employees

    If you’re not treating your employees right, don’t expect them to treat your customers in a good way. It sounds cliched, but only happy employees can make your customers happy. If you don’t care about your staff, they’re unlikely to care about your goals, and this immediately places the quality of your customer service at risk.

    Involving your employees in company activities, giving them opportunities to grow, and encouraging them to express their creativity are just some of the ways to increase their work engagement. This is one way to encourage them to perform well and be productive.

You’re going to need help in your journey towards becoming a truly customer-centric brand. Let Open Access BPO and our multilingual business solutions be your growth support system. Contact us today and let our program development experts create the program that brings you closer to your customer.

 

Read More

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 9 hours ago
#Diversity fuels success, and #InclusiveHiring is the first step!
Agents from diverse backgrounds can relate to a wider range of experiences and perspectives, allowing them to connect with customers on a deeper level, fostering trust and rapport that transcends language barriers.

Learn more about practical strategies, success stories, and the power of embracing #diversity for better innovation and growth: https://buff.ly/3WmSym8

----------
Our recruitment & training practices are meticulously designed to ensure exceptional #CX: https://buff.ly/3xTkogl

#WeSpeakYourLanguage
#DiversityandInclusion
#inclusivity #Diversity
Open Access BPO 11 hours ago
The key to wowing customers is a skilled and creative #CustomerService team.
But hiring these specialists can be a challenge.

Ready to find the #CustomerExperience dream team?
Here's how to revamp your recruitment strategies and attract the best #CX experts.

----------
𝗢𝗿 𝘆𝗼𝘂 𝗰𝗮𝗻 𝗼𝘂𝘁𝘀𝗼𝘂𝗿𝗰𝗲 𝘁𝗼 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗮𝗻𝗱 𝘄𝗲'𝗹𝗹 𝗱𝗼 𝘁𝗵𝗲 𝗿𝗲𝗰𝗿𝘂𝗶𝘁𝗺𝗲𝗻𝘁 𝗮𝗻𝗱 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴 𝗳𝗼𝗿 𝘆𝗼𝘂.

Our stringent #recruitment and training processes get you a highly skilled and expertly trained workforce attending to their customers 24/7.

Send us a message today to set up your own team: https://buff.ly/3Ltk2jq

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Gaining a leg up on the global competition means so much more than speaking your customer's langauage.

Understand their culture and you stand to capture the international market: https://buff.ly/3W2ODcL

----------
Outsource with a #MultilingualCallCenter that will help you establish a strong foothold in your global markets: https://buff.ly/4bDl6Mj

#WeSpeakYourLanguage
Open Access BPO 4 days ago
Open Access BPO hosted a successful #Pride celebration, fostering a spirit of #inclusivity and community.
Attendees enjoyed a lively atmosphere with video showcases, band performances, and a drag queen showcase.

The event highlighted our commitment to #diversity and inclusion within the workplace.

𝗛𝗲𝗮𝗱 𝘁𝗼 𝗼𝘂𝗿 𝗯𝗹𝗼𝗴 𝗳𝗼𝗿 𝗮 𝗳𝘂𝗹𝗹 𝗿𝗲𝗰𝗮𝗽 𝗼𝗳 𝘁𝗵𝗲 𝗲𝗽𝗶𝗰 𝗰𝗲𝗹𝗲𝗯𝗿𝗮𝘁𝗶𝗼𝗻: https://buff.ly/4cXfjSS

----------
Open Access BPO is a dedicated employee-centric #outsourcing firm that champions a culture of respect and appreciation for all, regardless of background or identity.

Outsource to gain a #CX team and a strategic employee-centric operations management without losing your focus on growing your business.
Partner with us today: https://buff.ly/4cWE95y

#WeSpeakYourLanguage
#OneWithDiversity #PrideMonth
#Pride2024 #CelebratePride
#OABPOSpeaksWithPride
Open Access BPO 6 days ago
You need skilled and creative #CustomerService agents to wow your customers.
But #hiring the right people to engage with your consumers can be difficult for many brands.

Here's how to tweak your #recruitment strategies to get the best #CX experts: https://buff.ly/3zJNPSn

----------
Or you can outsource to Open Access BPO and we'll do the recruitment and training for you.

Send us a message today to set up your own team of #CX specialists: https://buff.ly/3VZNHG3

#WeSpeakYourLanguage
#outsourcing #CSat
#CustomerExperience
Open Access BPO 7 days ago
Aside from the different accents, Americans and Britons have different attitudes when talking to #CallCenter agents.

Here's what agents have to know about both types of English-speaking Westerners when providing #CustomerService: https://buff.ly/3WdNKPW

----------
Anticipate and exceed your global customers' demands with a multilingual #CX expert: https://buff.ly/3WbhEnR

#WeSpeakYourLanguage
#CustomerExperience #CX
Open Access BPO