This is the age of the customer. The customer has the power and you must embrace this idea to stay competitive. More companies have begun to move in the direction of a customer-centric strategy. Those that are unable to deliver such a high level of experience to clients will be sidestepped by businesses driven by loyalty and product adaptation. So, what do we say about a market ruled by customers who want special attention? We say put your clients first and then think about delivering products…. It’ll always pay off. The other night I was watching old Steve Job speeches on YouTube when he spoke about the importance of customer experience about 20 years ago. During this speech, he spoke that IT companies should start with proper customer experiences and then work towards delivering quality tech products.
So, what are the challenges of moving toward the customer-obsessed culture? Below are 3 challenges that we think are the most common challenges teams face when moving toward this “new” era of customer culture.
Don’t confuse service with being a servant
The sad fact is that a lot of CTOs (Chief Technology Officers) and CIOs (Chief Information Officers) fail to understand the whole concept of client centricity. Some of them even treat that kind of approach as servility. It is important to understand that putting the client first opens the floor for debating, disagreeing, solving problems and locating moot points better. Knowing and understanding your customers lies in the essence of building a great company culture. It helps the team to be able to deliver a service before the client asks for it.
Know your customer’s motivation
Remember that you created your team to help people and answer their company tech needs. Every business operation occurs with the customer in mind. To be successful and fulfill your business goal, you must teach your developers that they must start understanding what the client is doing and WHY they are doing what they are doing. These answers will help you to tailor an experience that will create a strong (and maybe even long-term) relationship with a client. Which at the end of the day is what helps creative agencies grow. Be customer-obsessed and know your customer’s motivation.
While we haven’t talked about it much before, data is KING. You must learn proper ways to collect it, learn it, and embrace it. Data will bring you an important insight for making business decisions on all levels. You must constantly be analyzing how new ideas, approaches, and initiatives work.
We are a creative agency in Fort Collins, CO that focuses on Website Design & Development along with IOS/Android Applications and Desktop applications! Check out our latest blog post here! If you don’t see a topic and want to get our thoughts on it, shoot us an email or a comment and we’ll look at it. Cheers!