“Customer service is not a department; it is everyone’s job.” – Anonymous
No business concept has ever been more important than to provide the right kind of customer service through the purchasing process and finally through the post-purchase process. That means that all employees need to understand the importance of customer-centricity, whether they have direct engagement with customers or not.
However, bear in mind that even with the most advanced tools and methodologies, a business cannot achieve customer-centric transformation if it lacks the culture that supports them to do so. Becoming a customer-centric company is not an overnight feat or an ultimate destination. It is a multi-faceted, day-to-day journey that requires the full involvement of everyone.
To help, we have compiled some tips and tricks that can help you embed a culture of customer centricity in your business.