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Therefore, you should use buyer personas to their full effect. If you decide to put your customers first and build your decisions around them, it’s only logical that you’ll be the first to understand who they are. Then you can make sure they have everything they need to delight your customers. Work alongside your HR department, and really listen to your employees. When 85% of employees aren’t engaged in the workplace, there’s a serious risk that’s your workplace is unengaging. If your team members are overworked or undervalued, you can’t expect them to focus on your customer-first strategy. Then they can play their parts in your customer-first strategy. It’s critical for every member of your team to be satisfied. Your marketing department creates an engaging experience. Your UX team sees everything from the perspective of your customer. Your developers create the quality products your customers love. You should realize that every employee in your business plays a critical role in executing your customer-first strategy. If you’re going to secure the satisfaction of your customers, you have to think about the welfare of your employees first. Statistics also show that mission-driven workers are 54% more likely to stay at a company for five years. If you make sure your commitment to your customers is at the heart of your vision, you’ll never lose sight of your customer-first strategy. Rather than simply having “customer satisfaction” be one of your brand values, go big. Let’s take a look at Apple’s mission: “ To bring the best user experience to its customers through its innovative hardware, software, and services.”Īs you can see, the user is at the heart of Apple’s mission statement. The best way to accomplish this goal is to tie it into the vision and mission of your company. One of the most effective ways to make your customer-first strategy an authentic success is to make sure it’s at the core of your company culture. These statements give you the power to rally your employees and move your team forward with a unified purpose. Shape your company DNA.Įvery business needs to have inspiring vision and mission statements. Putting Customers First: 7 Ways to Do It RightĪs human beings, we can sense authenticity, and we can see right through hollow slogans like “the customer is always right.” Here’s a look at some of the ways you can deliver an authentic, successful customer-first strategy. As a result parents are wowed by Macy’s customer service and become loyal customers.

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There is a great example of “customer first” and building long term customer relationships in the movie Miracle on 34th Street when Macy’s hires a man named Kris Kringle to be an in-store Santa and he does something wild! If Macy’s is out of stock on an item, he informs parents of other places where it’s available so they can be sure to get the presents their children want. The best customer-first strategies reconcile business needs with customer needs, in order to make sure both parties are satisfied.Ī well-implemented customer-first strategy definitely has the potential to keep your customers happy, and it can have a positive impact on your profits. Of course, it’s important for you to consider the health and growth of your business. If a customer-first strategy is effectively implemented, it can take your customer-satisfaction rates to new heights. This approach to decision-making can make your business hyper-focused, and it can help you expedite your decision-making processes.

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A business with a customer-first strategy might decide that free fruit will satisfy and nourish employees, who will then be able to serve their customers more effectively. With this strategy, every decision your business makes is considered according to the way it will impact your customer experience, even the decisions that only seem to be tangentially related to your customers.įor instance, let’s imagine that a business is planning to start offering free fruit in the office. It’s a cultural strategy that businesses use to put their customers at the center of everything they do.

In theory, “Customer First” is a simple concept. What Does “Customer First” Actually Mean? Let’s take a look at ways to build this strategy.

Businesses must adopt a strong customer-first strategy if they are going to truly meet customer needs and create amazing experiences. Many businesses boast about having a focus on customer satisfaction, but in many cases, it’s actually an afterthought.