If you’re not listening, you’re definitely not customer-centric

Ashley Sava

Customer-centric decision-making should be the basis of all operational decisions. But is it?

The difference between a company that says they are customer-centric and one that already is comes down to listening. Customer-centric businesses should be looking to enhance their listening (as opposed to their telling). Using technologies like Tethr, business leaders can examine the true voice of the customer by having 100 percent of interactions taken into account. These insights can be used to address questions, allocate the right resources and reduce spending in certain areas so funds can be redistributed to places that make more sense.

Customer-centric businesses first and foremost listen to their customers

By taking advantage of AI-powered conversation intelligence platforms like Tethr, organizations can collect and share impactful data and insights with marketing, sales and product teams, empowering them to make more informed decisions that are based on what the customer is actually looking for.

Involving your customers in decision-making doesn’t necessarily mean surveying them all and hoping that some aren’t survey-fatigued enough to actually submit them. It can mean simply liberating your voice data with exceptional technology. Your customers are already telling you what’s right and wrong with your products every day. Tethr unlocks knowledge you’ve never before accessed and helps you act upon those insights with great precision.

Uphold a customer-centric employee strategy

Being a customer-centric organization means empowering your employees to solve customer problems in a way that makes sense to them. Aligning employee behaviors with the company’s desired customer experience outcomes makes all the difference. As this approach is integrated into your company culture, you’ll notice an uptick in employee engagement that follows.

The key to driving customer centricity throughout your brand is to make it a habit to consider the impact decisions will have on your customers across all your departments. An organization that fails to think of its customers first is destined to fail as they will build the wrong products, invest in subpar resources and fail to meet customer service standards.

Don’t forget to continue to care for your clients after landing them. Regular communication with your customers is an obvious but important aspect of gauging their satisfaction. Adjust your product roadmap in accordance with the feedback you receive from conversations. After all, insights only matter if you take action on the findings.

You can’t give them what they want until you know them

The more a business knows about its customers, the more likely it is to meet needs and desires. Gathering thorough information about each customer makes it easier to sell to them as you know their pain points and interests. It can also give your buyer personas the boost they need to really make a difference in effective marketing and sales materials.

When a business becomes more familiar with its customers, it increases the prospects of those customers becoming repeat customers who spread the word to their friends and family. Rather than telling customers what they need, a good business listens to what they’re saying they need and continue to search for ways to improve their customer experiences in the future. This makes subsequent interactions that much more focused.

Watch Tethr in action here!