A Brief Overview of Customer Oriented Attitude
Customer Oriented Attitude is essential for all businesses and their employees. After all, the customer is king, and companies exist to serve their customers when all's said and done. A customer-focused attitude can substantially elevate a business's credibility, reputation, and reliability. Keeping clients and customers as a central aspect of crucial strategies and decisions can work wonders for any small, medium, or large business.
So, how does a company with a customer oriented attitude fare better than others? How do client oriented organization operate differently?
It's all quite simple! If you listen to what your customers say, if a business empathizes with their needs & conditions, customers will naturally be inclined to engage with it more.
How and When Did The Customer Oriented Attitude Emerge?
Despite its sudden resurgence, the customer-focused approach is not a new concept. As early as 1954, eminent professionals from the business domain stated that innovating and serving the people are the primary reasons businesses exist.
In 1967, Philip Kotler, one of America’s greatest marketing authors & consultants, brought light to the new marketing concept, which stated that corporate profit comes only from satisfying customer needs.
The idea that 'the customer comes first and ‘the customer is always right has been around for a long time, simply because it is the ultimate & irrefutable truth in business. But unfortunately, today, companies prioritize their profits and needs over customer needs. But more sales, better cost-cutting, and higher profits become possible only if a business has a large and satisfied clientele.
Harnessing a customer-oriented attitude has the potential to put a brand at the top of its segment. Customers become loyal brand ambassadors, and competitors strive to emulate the methods & techniques involved.
So, why do you need a customer oriented workforce? Why do you need to have a customer-oriented person?
Why Do Businesses Need A Customer Oriented Person?
A business with a customer oriented attitude and working with a customer oriented person can race far ahead of its competitors regarding customer loyalty, retention, & eventual growth!
Two primary reasons businesses should swear by a customer oriented person or customer focused attitude.
Let’s elaborate upon them a bit further.
A Customer-Focused Culture Improves Customer Retention
Customer retention is vital for developing residual revenue and continual sustainability. Better customer oriented person retention is much, much more effective when compared to new acquisitions. Providing excellent services is necessary to attain high retention rates.
Businesses must be closer to their customers than all their competitors combined. However, businesses must put in substantial time & effort to become more client-oriented.
Customer-Centric Companies Are More Profitable
The manner of interaction and the overall behaviour of a customer support service have significant repercussions on a business's reputation. According to an article on Freshdesk, major research firms such as Deloitte report that companies who listen to their customers boast higher loyalty and sales.
This directly underlines that the happier customers are with a brand, the more they tend to purchase and the higher the sales.
Let's take a look at some fantastic examples of customer orientation as showcased by some mega-corporations.
Exhibitions and Examples Of Customer Orientation
Apple emphasizes pre-emptively understanding the needs of its customers. For example, when the iPod came out, there were quite a few similar products on the market. However, the iPod surpasses them all in terms of storage capacity and versatility.
Apple encourages its employees to understand why a customer purchased something and what things are they looking for. Apple’s point of contact employees engages in conversations with customers to discover different aspects of their buying process.
The company puts focus on a customer-centric business approach and creating a better-personalized customer first attitude experience. Apple understands that such a customer-oriented approach makes them better than all its competitors.
Do some search online, and you will find tons of stories & anecdotes that cite how Ritz Carlton went above & beyond to address customer needs. They have done everything from taking personalized notes for their internal customer relationship management systems to noting anniversaries.
And it does not stop there. Ritz Carlton encourages & empowers its employees to ensure that any customer-related dispute gets resolved thoroughly. The company grants up to $2000 to its employees for issue resolution. And this amount is granted per issue. Simply put, a customer can benefit immensely in case of multiple problems.
Ritz Carlton’s approach highlights that it is not enough to know your customers. It is necessary to encourage employees to act as well.
HubSpot is a leading digital marketing platform and service that puts its customers above all. According to their customer code, HubSpot religiously follows:
- Treating customers like people, not personas.
- Solving for customer satisfaction.
- Acting on feedback.
- Doing the right thing even under the hardest of circumstances.
The above three examples showcase how some of the most prominent players in different sectors became big due to a customer-first attitude.
Despite its strengths, the customer focus attitude draws criticism for certain quarters.
How Does The Customer-Oriented Attitude Draw Criticism?
Despite its undeniably significant advantages, changing times have made excess customer-first or service-oriented attitudes risky. Following are the risk that any client-oriented organization must tackle.
- The Substantial Financial Cost
Resources serving customer-focused business attitudes and customer retention policies can drain finances. For example, a seamless return policy may be overused or misused, significantly decreasing profits.
You can't satisfy everyone, and not every customer has a heart of gold. Many might consider certain features and policies inadequate, while others can abuse them for profit. So businesses must focus on genuine clients and weed out the rest.
- The Uncertainty Intrinsic To Human Nature
It is essential to listen to customers. But sometimes businesses need to think for their customers too. And at the same time, it is necessary to be a bit less customer focused from time to time. While the general trend is for customers to stay loyal to a brand that meets or surpasses their expectations, things may not always be that way. It’s simple statistical uncertainty!
Instead of spending large sums on costly services & features that focus on surpassing expectations, it is more logical to invest in better after-sales support. Everybody loves a satisfactory resolution to their problems.
We wrap up this write-up with a look at some vital related topics & concepts under a customer-oriented attitude.
Related Topics & Concepts Of Customer-Oriented Attitude
The most important topics and concepts under customer-oriented attitude and business strategies are:
- Developing An Effective Organization Mission and Strategy
- Presenting A Professional Appearance & Attitude
- Empathetically Handling Customer Complaints
- Focus on The Development Of Effective Communication Skills
- Time Management
- Proposing & Formulating Ideas For Improvement & Innovation
- Engaging In Root Cause Analysis & Conflict Resolution
- Emphasis On Business Ethics
- Encouraging Adaptability & Thinking Out of The Box
- Practising Open-mindedness
- Engaging In Innovative & Intelligent Decision Making
The above concepts are integral to customer-oriented examples business attitudes, strategies & crucial ideas that every customer-oriented business person must cultivate.
And that wraps up this write-up. Hope it was informative and helpful enough for all readers.
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