I talk about being customer-centric all the time and frequently complain when I deal with companies that don't have the same approach to customer service that I believe should be delivered.
But I've never gone into a step by step on how to become a customer-centric organization. It's like common sense, it's not so common until someone explains it to you.
In this episode, I go through my 5 key steps that your organization should do (and continue to do) if you want to become a customer centric organization. You don't want to miss this one.
Topics Discussed (Time Stamped)
03:07 How to build a customer centric organisation
05:16 What the bigger mistake I see companies are making
07:25 Going throughout the entire organisation
08:00 Is got to come from the top-down
08:40 Incorporating it in weekly or monthly meetings
09:32 Customer feedback section
12:29 How to collect feedback
14:22 Outbound method
15:43 Always listen
16:15 Addressing the feedback
20:43 Measuring and communicating it
21:31 Why negative feedback is good
Quotes
04:23 "Process doesn't mean hard process it just means a process."
Resources Mentioned
- Show notes for Episode 131 - https://www.techsmartboss.com/blog/podcast-episode131/
- Episode 118 - https://www.techsmartboss.com/blog/podcast-episode118/
- Episode 71 - https://www.techsmartboss.com/blog/podcast-episode71/
- Episode 114 - https://www.techsmartboss.com/blog/podcast-episode114/
- Episode 83 - https://www.techsmartboss.com/blog/podcast-episode83/
- Episode 33 - https://www.techsmartboss.com/blog/podcast-episode33/
- Episode 130 - https://www.techsmartboss.com/blog/podcast-episode130/
- Survey Sparrow - https://surveysparrow.com/
- Feedier - https://feedier.com
- SupportHero - https://www.supporthero.io/
- Gist (formerly ConvertFox) - https://getgist.com
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- HelpCrunch - https://helpcrunch.com
- Right Message - https://rightmessage.com
- Convertful - https://convertful.com
- Unless - https://unless.com
- Omniconvert - https://www.omniconvert.com
- Emojics - https://www.emojics.com
- Canny - https://canny.io/
- Conflux - https://getconflux.com/
- Feedbear - https://www.feedbear.com
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Thanks!
Thanks for listening and checking out the show notes, any feedback, comments, or questions, send me an email at david@techsmartboss.com