The Fine Line Between a Customer-Oriented Business and a Customer Obsessed Business


It’s one thing to care about customers. It’s another, entirely, to be obsessed about the subject. These days, companies have to obsess about their customers. If they don’t, they won’t stick around for long.

Most companies focus extensively on their customer’s experience to ensure satisfaction. When customers are unhappy about their experiences with a company, they tend to talk. What they say is mostly negative, and it has an impact on sales. When they’re happy, they also have plenty to say. In that case, the positive words help bring in more revenues.

The extra revenue is why companies want their customers to love the experience, and it’s why they’re obsessed with making them happy.

Many companies are now leveraging the power of data to help them better understand their customer’s journey and ultimate experience.

Unleash Better Service Through Data Analysis

Businesses know a lot about their users and customers. That means they have a wealth of data to leverage to improve the customer experience. With a data analysis program in place, the management team can take an overview look at what drives their client’s ambitions. That will help them map a journey that is fulfilling.

As the data piles up, figuring out what it means becomes more complicated. However, plenty of programs and third-party solutions now exist to make the job dead simple.

Map and Understand the Entire Customer Journey

It’s a whole lot easier to put yourself in the customer’s shoes when you map their journey. It’s worth having the team look at each step to see where improvements will most likely have a positive impact. Customers expect fast answers to their questions, so it’s vital to give them that benefit.

Personalize Service at Every Step

Nobody wants to deal with companies that don’t know them in the slightest. That’s why personalization continues to be a driver of conversions. Personalized communications represent an ideal form of speaking from the company to the customer. It’s like they’re dealing with each one individually, even when there are millions. Uniformity in the process empowers people to engage more easily with the brand.

In the age of technology, it’s getting easier all the time to personalize things. Get a hold of the customer’s name during the onboarding process, and use it from then on. That way, they won’t feel like they’re merely a number. It’s a straightforward enough thing to do, but many companies still miss out on tapping into the benefits of relationship building.

Constantly Listen to Customers

Customer-obsessed companies listen to their customers at all times. They are continually asking for and receiving useful feedback. They also use looking to pick up information that helps with personalization. It’s not hard to understand, but it may require a corporate culture change for some businesses. Any of them that attempting to talk at customers quickly learn that listening is a much better solution.

Listening is the first step, and it’s time to test. That way, the ideas that flow in are also vetted in a real-world manner. It takes a significant bit of effort to get the program rolling, but this type of program is fueling growth at the world’s top brands. Most of them could no longer compete if they weren’t acutely aware of being customer-obsessed.

It’s never too late to get in on the action. Start with new technology designed to tap into the ideas and to formulate your customer service plans. With one in place, it becomes easier to expand out and add more components to complete the picture.

There is no better time to obsess about customers. They are demanding more and better service, and they’re getting it. If your organization is willing to give it to them, you’ll keep them active and coming back. Repeat business is where the real money comes from, so make them come back and bring friends.


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