How are your staff looking after your customers?

Having a customer focus is an important strategy for the survival and growth of your business.

In recent years there has been a growing emphasis on the customer experience and how this shapes the way we interact with our customers/clients.

A customer focus should work in conjunction with your marketing approach. It should not be organization-driven to serve your own needs, but those of the customer!

To understand the essence of successful customer relationships requires the needs and values of your customer base to be understood.

Focus your business on relationships rather than transactions!

Becoming a customer-focused organization will change the whole outlook and functions of your business.

Use a design-thinking approach to focus on how your different customer segments are thinking; feeling and saying during their interactions with your business.

This does not happen overnight and should not happen haphazardly. Central to a customer-conscious business strategy is the importance of customer service and this involves all staff.

You and your people are the key to building long-term customer relationships for the business. The first step is to recruit and retain appropriate people.

An engaged, capable, and motivated workforce is what loyal customer relationships are built on.