5 Proven Strategies for Becoming a Customer-Centric Organization
One fine day, we received an email from one of our customers that mentioned: “Thank you Height8 for your constant support”. That instantly brought a smile to everyone’s face. After all, we all are working to satisfy our customers.
When the customers are happy, the companies are happy. Especially in the telecom sector being one of the most competitive service industries, it becomes even more important to become a customer-centric organization.
In this competitive world, with lots of options available to the customers, they can easily switch from one service provider to another if they don’t find you at par with the service level as expected by them.
Becoming a customer-centric business allows you to anticipate customers’ needs and delight them with products and services.
For example, the CEO of Apple, Tim Cook, said, “Our whole role in life is to give you something you didn’t know you wanted. And then once you get it, you can’t imagine your life without it.” Apple’s entire strategy revolves around customer-centricity.
Do you want to transform your organization into a customer-centric organization? If yes, let us outline what you require to concentrate on in your business.
Strategy 1: Asset-line Business Model
First thing first, you have to create a business model which moves faster and creates long-term sustainability. Telecom needs IT systems that are agile, flexible, and support their objectives. Customers now want to take their steps towards modernization. A modernization initiative starts with an end-to-end assessment of the IT landscape to uncover potential issues and to develop a business-driven strategy, whether that’s automating core systems or cloud migration.
Strategy 2: User-centric approach
73% of the brands outperform their competitors financially with supreme customer experience. Customer centricity continues to reign supreme in the battle for customer loyalty and consistent revenue streams.
To move from a service-centric to a customer-centric mindset, you have to leverage advanced technologies like artificial intelligence (AI) and natural language processing (NLP). By enhancing CRM software with AI-driven capabilities, service providers can better manage their customer data, predict user behavior, increase engagement, and more. NLP-powered chatbots help streamline customer support activities, understand feedback, and even analyze the underlying sentiment to improve customer experiences with a brand.
Strategy 3: Leverage Data-driven Analytics
In this competitive world where millions of information are flowing every second, advanced data-driven analytics can be a game-changer for enhancing a business value proposition and improving end-to-end customer experience.
Telecoms can use data-driven analytics models to gain valuable real-time insights and optimize their network services to deliver superior QoS.
With access to rich socio-demographic data, location data, network usage data, and other sources of structured and unstructured data, telecom operators can gain a granular, 360-degree customer view to improve segmentation and profiling, personalize marketing initiatives, and reduce churn rate.
Strategy 4: The Power of Customization and Personalization
With the rapidly changing technology, it is of utmost importance for service providers to provide the options of customization and personalization in their service offerings to better suit their customers.
Each customer is unique and looking for a tailored experience. Service providers must develop a deep understanding of the customer across the lifecycle.
Service providers need to recognize this and develop and empower their customers to tailor their experiences if they want to improve and deepen the customer relationship.
Strategy 5: Pre and Post Sales Support
One of the best ways to differentiate your organization from your competitors is to provide pre and post sales support. You should provide your customers with added value that extends beyond the point of purchase. This shows them that you’re truly invested in creating a delightful customer experience and will go above-and-beyond to deliver it to them.
One way to provide added value is to include proactive support to your customers. Proactive customer support gives your customers resources that help them solve problems on their own, without having to reach out to your business for support. This way they can resolve simple issues and avoid waiting on hold for your customer support team.
Transforming service-centric organizations towards customer-centric organizations is an agenda for all forward-looking organizations. You can achieve these strategies with the help of the best software solutions that allow you to create an asset-line business model, user-centric approach, leverage data analysis, customization options, and provide the best support.
We at height8 strongly believe that “We’re not only in the business for our customers, but we’re also in the business for their customers, too.”
Height8 products are built by taking care of all the above strategies. Let us support your company in becoming a Customer-Centric Organization. Contact us today!