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Product-driven vs. Customer-driven Businesses

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❶The company empowers its employees to serve customers in any way that they can—no one needs to take permission to serve customers better. Therefore, the company is able to adapt when it enters new markets.

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How do they achieve such a feat? Additionally, at Chick-fil-A, employee satisfaction trickles down to the customer. In , Chick-fil-A was rated one of the best companies to work for by Glassdoor. How do they accomplish this? By acquiring customer intelligence — and acting on it. UPS knows their way into the hearts and minds of their customers — social media. They have over 5, customer service locations across the globe so that customers have easy access to support when they need it most.

They also offer easy-to-use products and services to promote customer satisfaction — and to reduce the likelihood that customers have to use their support services. HP achieved an increase in customer satisfaction over the years by investing in their call center operations.

As a result, customer satisfaction scores have dramatically increased — which helped to land HP a spot on many top customer service oriented company lists. Last but not least on our list is Apple.

Here are a few of their policies, practices and features that constantly keep them on the lists of top customer service oriented companies:. These customer-centric practices help to ensure that Apple is loved by their fanatical fans and will continue to be for years to come.

And there you have it folks. The top 10 customer-centric companies of Want to make it on this list someday — or at least interact with your customers like these Customer Service Champions? Start putting practices into place, like these companies, that will help propel your company to the top and you just might earn a spot. Not offering phone support to your customers? Try out Talkdesk for free and give your customers the service they deserve.

Tracy hails from Los Angeles and is a Talkdesk product marketer. She is an avid art lover and champagne enthusiast. When Tracy isn't hard at work, she enjoys traveling and feeding her relentless sweet tooth. Amazon The company topping our list is no surprise. Here are a few practices that keep them at the top: As such, each year he and thousands of Amazon managers attend two days of call center training and field calls periodically.

Subscribe to the Blog Sign up for CX and call center insights delivered weekly to your inbox. Here are some of the features that helped them reach the top of both the banking and insurance industries: They were the first bank to provide iPhone deposits to their customers.

However, very few companies develop budgets around what should be done as a result of the survey findings. One of the trends over recent years has been to believe that the implementation of a Customer Relationship Management CRM system will deliver the corporate vision in relation to building a customer culture. Yet many CRM systems have failed to deliver — why? Fundamentally CRM is a software package that will manipulate data to provide one view of the customer and further guidance on how to:.

CRM does have some success with this, but the crucial element that gets overlooked with CRM, is that on its own it does not help you understand your customer needs or build a customer culture. It is always about what you as a supplier can do to your customers, and not what you can do with or for your customers.. Once customers have opted in, trust and co-operation can be developed which in return brings mutual benefits. Again, a high degree of trust and co-operation are required here too if you want to be truly customer oriented.

To further align the business with customer needs companies are increasingly using a tool called Customer Journey Mapping. This helps identify the journey that the customer takes through an organisation, often transferring from one organisational silo to another. The actual words of the questionnaire would be developed around talking to both employees and customers to ensure that the questions are phrased in a way that is meaningful to the customer, and actionable by the company. So what are companies doing today?

Research by Customer Champions into companies across Europe indicates that the vast majority are gaining customer feedback, but as the diagram below illustrates, it is what happens after that data has been collected where the real challenges start. The first problem area seems to be the communication of findings to employees; an essential aspect if the company is to achieve its ambition of converting customer strategy to customer culture. After all, it is these employees that will be delivering the countermeasures against issues raised by customers.

The authors have found that companies often recognise they have problems to resolve with the customer but they score relatively poorly on how well they communicate and develop improvement plans to both their customers and their employees.

It appears that once a poor communicator, companies are sadly consistent in this aspect of their business, no matter who the audience are, customer or employee. The inevitable conclusion to this lack of communication leading to lack of activity is that all parties will not perceive any value in providing feedback, and instead will simply look to build relationships with other parties. Solving th problems highlighted from analysis of customer feedback and acting upon the feedback is crucial.

In order for this gap to be closed and a customer oriented culture to prevail, work needs to be done on translating customer feedback into the context of desired behaviours. Company, Customer, and Employee:. Clearly identifiable desired behaviours will result in allowing employees to have clear roles and responsibilities — a key driver in employee loyalty. Customer feedback, whether external or internal, is a continuous event in a customer oriented culture.

The annual customer or employee satisfaction measurement programmes may be taken as providing some of the headlines, but it is more regular feedback that will not only provide the detail behind the headlines, but also provide evidence of the impact of any countermeasures that have been deployed.

Having established the need for frequent feedback in converting customer strategy to customer culture, the next issue is to link employee and customer feedback. This has to start with a strong belief that it is employees who ultimately deliver what the customer needs. This view was seized upon by Harley Davidson who carried out extensive research into what their customers wanted, and then empowered their employees to deliver it, creating a truly customer oriented culture in the process.

Southwest Airlines are frequently recognised for their exceedingly high levels of customer satisfaction. Their mission statement detailed below, clearly states how they see this being delivered through their employees:. We are committed to provide our Employees a stable work environment with equal opportunity for learning and personal growth.

Creativity and innovation are encouraged for improving the effectiveness of SWA. Above all, Employees will be provided the same concern, respect, and caring attitude within the Organisation that they are expected to share externally with every Southwest customer. Linking the two different views of internal and external customers is a powerful way of assessing the impact of the brand and delivering the customer vision. Likewise in order to get a full picture, best practice is to include suppliers as an audience as well as evaluating how customers see your competitors to identify strengths and weaknesses.

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Differences between a customer-oriented company and a profit-oriented company are as follows: In a customer-oriented company, every function and employee is focused on meeting customers’ expressed and latent needs. Such a company recognizes that it can succeed only when its customers are satisfied.

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A customer-oriented organization places customer satisfaction at the core of each of its business decisions. Customer orientation is defined as an approach to sales and customer-relations in which.

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The results are in! Several companies have compiled their list of the top customer service oriented companies of As a customer-centric company, we decided that this information is key and wanted to take these lists a step further. Definition: Customer orientation is a business strategy in the lean business model that requires management and employees to focus on the changing wants and needs of its customers. In other words, it’s a company-wide philosophy that the customer’s wants and needs are the first priority of all management and employees.

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Definition of customer orientation: A group of actions taken by a business to support its sales and service staff in considering client needs and satisfaction their major priorities. Business strategies that tend to reflect a customer. Customer-Oriented Strategy. Business owners have two basic choices when marketing their products. First, they can create products and then find ways to generate demand among consumers. For example.