The customer care map is a complex set of relationships between suppliers and customers, which is determined by the nature of these relationships and requires managing their email database indonesia interaction. It is known that working with people is always a psychological challenge, but if consumers are fully satisfied with the service, this compensates for all the efforts of the company. To improve the efficiency of the organization and its growth, it is important to develop a strategy and management system, as well as to create a team aimed at providing high-quality customer service.
The Essence of Customer Care in Business
Proper management of the team and quality interaction with consumers contribute to the growth of the customer base. If the employees of the organization maintain good relations with clients, but the management and service system is ineffective, the results will be limited. Uninterrupted supply of goods and services will not give the company the desired indicators if the sellers are not able to find a common language with buyers.
Having qualified employees who perform their duties well does not guarantee success if the company does not monitor the changing needs of the target audience (TA) and is not focused on satisfying them. Organizations need to remember that the only goal of all efforts is the client.
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Principles of customer centricity
Anticipating needs
The principle of anticipating expectations is the ability to surprise customers and offer them more than they expect from your product or service. This can be achieved, for example, by fulfilling an order ahead of schedule or providing additional bonuses. This principle helps to increase the loyalty of the target audience and motivation to make repeat purchases. It is important to remember that it is better to promise less and keep your word than to disappoint customers with unfulfilled promises.
Individual approach
In this case, customer centricity is manifested in the fact that companies treat each consumer as a unique individual and take into account their needs and preferences. An example of such an attitude is the service in private medical centers, where patients receive personal attention and care throughout the entire period of treatment.
A personal approach is:
Analyzing individual customer needs and providing the best solution to the problem. For example, in a medical clinic, a doctor can offer the optimal treatment method, as well as additional procedures necessary for complete recovery.
Speed of response. For example, a clinic can instantly help a patient choose a time to meet with a doctor.
The desire to solve the client's problems and make their life easier. The medical center can, for example, provide the patient with transportation after the procedure to ensure a comfortable and safe return home.
To better understand your audience, conduct research, segment it, and create customer profiles.
Principles of customer centricity
Integrity
Always keep your promises. Politeness and attention to the client are important, but not sufficient. If you cannot meet deadlines or do not fulfill the terms of the contract, the person will most likely lose trust and leave you. In this case, you will not win the loyalty of the consumer, who would appreciate the quality of your work and want to cooperate in the future.
Empathy
An important quality of a company is the presence of employees who are able not only to communicate professionally with clients, but also to show responsiveness. A good example of sincere empathy can be considered the service sector (restaurants, beauty salons, etc.), where the staff is always ready to listen to the client, show attention and sympathy, give the opportunity to share experiences.
Feedback support
This can be done by conducting surveys, for which the user will receive a pleasant bonus, for example, a discount on the next purchase. Questionnaires can be offered after a purchase or provision of services to allow you to evaluate the quality of service and share your impressions. Such surveys can be sent via email, instant messengers or social networks.