Reconceiving Customer Commitment In A New Age Of Dynamic Technology
Blog: NASSCOM Official Blog
By Ashwani Nandini, Vice President, Delivery, GlobalLogic
Holding over two decades of experience in IT & Product Development areas, Ashwani has been associated with GlobalLogic for over 12 years now, prior to which she held the role of Director at InterraIT.
Imagine a business without customers one where there is no one to cater to at the end of the ecosystem. Without the basic target audience, every business would lose its purpose and means to an end. Over the last few years CEOs and leaders of organizations have come to realize how important it is to focus on the customer and carve out plans and strategies around that one target. A recent research showed that 89 percent of the business is expected to be competed based on customer experience. Customers, on the other hand, are also more allured by the idea of customer centric organizations, as they get personalized services and offerings where they know that their relationship will be appreciated and rewarded.
While it is imperative to make customer centricity a major goal in business, it is also necessary to understand the concept. The concept of focusing on customers is deep rooted in our ethos and culture. As businesses evolve, we need to constantly keep our customers at the forefront, and here are a few ways of doing it.
Empathizing with the Customer: It is necessary to instill the culture of listening to the customer. Once the customer knows that we are empathizing with them, they are likely to take more interest in the company, and this might also open the road for constructive feedback. As a product engineering company, we value the NPS system, and this can pave the way for fresh perspectives and feedback at critical junctures, helping us to respond to issues in a timely manner.
Following a Value Strategy: If we aim to have customers who are there with us for long,we need to inculcate the habit of pushing beyond the boundaries among employees. One way of doing this is by investing in trainings and workshops with business consultants and domain experts, who brainstorm with teams to create customer value and help solve issues and potential challenges of the customers. They can bring-in the best practices from across industries in solving a variety of problems.
Technology for Better Customer Service: While many organizations are investing in virtual bots and assistants to serve customers a bad bot can ruin the entire experience. Therefore we need to use technology wisely and economically at the right time to enhance the customer experience and ensure the organization gets to learn and progress from it.
No Compromise on Design: The proximity of design to engineering operations is a key determinant of operational activity for global companies, especially in times of major technological change. The design process develops the characteristics quality and performance of the product/service, which in turn creates customer interest and establishes a brand.
Leave a Comment
You must be logged in to post a comment.
