[Tweet “62% of global customers have stopped doing business with a brand due to a terrible customer service experience.”]
You are probably already applying techniques to strengthen petroleum manufacturers email lists relationships with your customers, but perhaps you were not aware that we usually call this a Customer Centric Approach strategy.
Now that you are aware of the term and everything it implies in terms of customer acquisition costs, here are some recommendations for applying it correctly:
But first tweet this:
[Tweet “Companies that use Customer Centric are 60% more profitable, according to Deloitte”]
Train and hire human talent to achieve customer success
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Customer Success is another strategy aimed at satisfying the customer. With this tactic, we aim to maximize the proven value of our product and ensure that its effectiveness is sustainable over time until our customers experience success.
It is a strategy that is often compared to typical customer service, but in reality it is totally different, mainly because unlike technical support or customer service, with customer success we usually anticipate our customers' problems and inconveniences.
That is why we usually define it as a proactive methodology, because it always tries to be one step ahead of customer problems , while customer service reacts when the problem has arisen.
So Customer Success is one of the allies of the Customer Centric Approach, because in parallel and as two different currents, both are in search of satisfying customers. What would happen if you brought them together?
Investigate the client
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We have already said it several times in this post: one of the first actions you must take in the face of the Customer Centric Approach is to know your client:
Your needs mainly.
What has caused your closeness?
What has kept you with me until now?
What services or products do you use or buy regularly?
What is your perception of the company?
What does he think needs to be improved?
In short, there are a lot of questions you need to get answers to in order to know who your customer really is and what you need to do to retain them.
You can do the research manually, like in the old days, by interviewing your best customers via email; you can also use data from the tools you use to measure your results in the online environment. A CRM would be ideal for finding some of the answers to the questions above.
