Customer-Centric Culture: Does Your Support Really Care?
Summary
Some of the world’s most well-known brands like Apple, Starbucks, Ikea, and Airbnb to name just a few, have adopted the customer-centric approach in the way they run their businesses. Real customer centricity must be embedded in your business strategy, goals and priorities, corporate culture and values, as well as the day-to-day activities of your employees. Since today’s consumers are knowledgeable, empowered, and have a wide array of options for just about anything they want, it’s obviously getting harder for businesses to compete and win over the fierce competition. According to a recent CX Trends 2022 report by Zendesk: • 70% of consumers claim they have made purchase decisions based on the quality of customer service. Make sure you appropriately recognize, praise, and reward your support agents whenever they deliver outstanding service experiences and go the extra mile in satisfying customers.
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