Comment créer une culture axée sur le client ?

I agree and would add that as you establish vision and values, be clear who your first customer is, which are your employees, not your end customer. And communicate that so employees know this. Employees must experience fully the vision and values so they too can carry them forward.

1. Put customer relationships above the sales Prioritize relationships with your customers and approach them as people rather than potential sales. This can help customers feel valued and appreciated, which makes it easier to foster a long-term relationship with them as a client. 2. Ask for customer feedback Communicate frequently with your customers to find out what their needs are. Common methods of communication include post-purchase surveys or emails, but depending on your business and client base, you may elect to use phone calls or other methods. By listening to your customers, you can build a better product or service that others will enjoy.

Our vision and values were created in line with Harvard Business School's Service Success Chain which works on the premise that internal service quality leads to employee satisfaction and loyalty, which leads to external service quality, which leads to customer satisfaction and loyalty, which leads to success! All new employees attend a vision and values workshop designed to fully engage them with these principles. We've won many awards for our customer service and consistently achieve 5* client reviews, so it must be working.

Customer-focused cultures must focus on the human element to build trust & rapport with clients, leading to long-term benefits like increased client retention & higher NPS. Here are some specific ways to focus on the human element: - Incorporate consistent touchpoints - Listen proactively to the client - Align on how the relationship progresses - Conduct regular NPS surveys By taking these steps, businesses can create customer-focused cultures that are built on trust, rapport, and long-term relationships.

At Ascent Global Logistics, nurturing our customer-focused culture is super important to us. We're already nailing it with a strong customer-centric approach where failure just isn't an option. As we grow, it's all about keeping that awesome culture alive and making sure our new team members embrace it too. We've got these cool guiding principles that we live by and even include them in our performance appraisals. They're simple and easy to remember: "we play smart," "we play hard," and "we play together." By living and breathing these principles, we'll keep continue to give our customers the best experience possible! 🚀

I'd highly recommend the book 'Clockwork' for all business and team leaders - it talks about enabling and empowering your employees to make decisions and solve problems without you. Not only will it speed up processes but it will give them the freedom to innovate and work within the cultural value system.

Success happens at the intersection of creativity and innovation! Developing your employees into brand advocates will increase performance. Increasing performance increases conversion and revenue! Talking your NPS surveys and reverse engineer the questions into the sales experience to build a consistent and seamless process is priceless! #LeadLoudly #branding #customerexpereince

One great way to do it is to survey your customers to see what they liked about your product or service, what you’re doing well, what you’re not doing well. However, most companies aren’t willing to associate with their customers on a deeper level. They think it’s too much work, and not worth the money or effort. Which couldn’t be any further from the truth.

In my experience the best way for customer discovery is: “GO OUT AND TALK TO THEM YOURSELVES”! I have 4 concrete tips for you: 1. Immerse as an anthropologist among your potential customers without being judgmental. 2. Find out what really relevant for them in their lives at this moment. 3. Identify their jobs-to-be-done and the major issues related to the context of your scope. 4. Do customer discovery before your ideation process YOURSELVES with your whole tam, as the experience is as important as the results. When as immerse in your target group yourself you will understand their situation, their needs, their jobs to be done more profoundly than any other method. You will never forget your customer vists 🤗✅🔥.

Put in steps across the customer and employee journey to understand needs, wants and paint points. And then put in steps to continually learn so your listening doesn’t go to waste. Less talking, more listening!

Here are 26 INNOVATION METHODS that can help you kickstart customer- centered innovation: 1. Design Thinking 2. Lean Startup 3. Agile Innovation 4. Open Innovation 5. Blue Ocean Strategy 6. TRIZ 7. SCAMPER 8. Six Thinking Hats 9. Biomimicry 10. Co-creation 11. Value Proposition Design 12. Business Model Canvas 13. Rapid Prototyping 14. Mind Mapping 15. Customer Journey Mapping 16. SWOT Analysis 17. Scenario Planning 18. Innovation Games 19. Crowdsourcing 20. Hackathons 21. Innovation Labs 22. Innovation Sprints 23. Frugal Innovation 24. Disruptive Innovation 25. Systems Thinking 26. The FORTH innovation methodology to kickstart innovation and double the effectiveness of the other methodologies mentioned above 🤗✅🥳

This is the most important to innovate as per the evolving needs of the customers. With changes times, changes the perceptions and needs of your consumer, hence, it is very critical to stay up to the trends. One simple case study is that of Kotak. They lost everything simply because they refused to evolve from normal cameras fo digital ones. They were left behind by competitors eventually leading to their downfall.

Innovation is where we lose most of us. The very first step of hiring creative people is the stage to improve, but unfortunately, I have seen the positions filled for the sake of closing it once we have a great team. What makes a team great? A team that has creative minds from where the innovation happens.

Culture starts at the top, but lives at the heart of every team member. Hire people who share your customer-first vision. Train them, empower them. Every interaction matters. Make every customer feel like they're your only customer. Incentivize excellence in service, recognize it, celebrate it. Your product is important, but your service is your signature. Don't just meet expectations, exceed them. Turn customers into fans, fans into ambassadors. Remember, it's not about making a sale, it's about creating a relationship. Your culture is your brand. Live it, breathe it, be it.

One of the things that helps our team stay customer focused is actually interacting with customers in 1-on-1 conversations. Both online and in person. It’s easy to make assumptions based on email opens, survey responses, and other qualitative data. But when you get the ability to go a little deeper with your customers on a personal level, it reminds you of why you do what you do. As well as the fact that each of your customers has a story they’re living each day.

I think the first step we should take is to learn who our customer is. To satisfy the client we should know all about him: his age, hobbies and interests, occupation, etc. In my experience, we made a detailed client portrait before working with them. The next step is identifying the customer’s problem. The more we know what one needs - the more we can satisfy one. And finally, collect the feedback. When people have a positive experience, they are happy to share it with others.