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If you’re looking to determine if your company is customer-centric or not, there are several ways to do so. Here are eleven tests that you can use to help get a sense of how focused your business is on your customer:
Test One: Do your employees speak the same language as your customers?
One way to test customer-centricity is by looking at how employees speak to customers. Do they use jargon or terminology that the customer doesn’t understand? Or do they explain things in a way that the customer can easily follow?
Test Two: Is your company listening to what customers are saying?
Another indicator of customer-centricity is whether your company is listening to what customers are saying. Do you have mechanisms in place for collecting customer feedback? Are you using it to make changes and improvements to your products and services?
Test Three: Is your company acting on what customers are saying?
If you’re listening to customers but not acting, that’s a strong indication that your company is not customer-centric. Make sure to act on what customers are saying to improve the experience of using your services and products.
Test Four: Is your company empowering your customers?
Do you give customers a voice in how certain things happen within the business, or do you make unilateral decisions without considering what customers want? Customers should feel empowered within the company, and customer-centric companies understand this fact.
Test Five: Does your company have different ways of communicating with customers?
Does your business communicate in a way that’s different than how you communicate with other businesses or team members internally? If so, it might indicate that your company is not customer-centric.
Test Six: Is your company making sure that customers receive a great experience?
Customer-centric companies make sure that customers have a great experience, no matter what. This means going above and beyond to ensure customer satisfaction – whether it’s how employees interact with them or the products and services being provided.
Test Seven: Does your company care about customer success?
Another way of testing customer-centricity is by looking at whether the company cares about customer success. Do you have a plan in place for ensuring that customers are successful with your products and services? Or do you simply expect them to figure it out on their own?
Test Eight: Is your company focused on delivering value to customers?
To be customer-centric, a company needs to be focused on delivering value to customers. This means that the business is always looking for ways to improve its products and services to provide more value to those who use them.
Test Nine: Does your company involve customers in the product development process?
Customer-centric companies often involve customers during the product development process, which means that they are constantly looking for ways to improve their products and services. This includes asking them what features or changes they would like to see made to existing items, as well as coming up with new products and services based on customer feedback.
Test Ten: Does your company continuously improve its processes?
Customer-centric companies are always looking for ways to improve their processes, as this enables them to provide a better experience for customers. This might mean making changes to the way things are done or simply refining how things are currently being done.
Test Eleven: Does your company empower employees to be customer-centric?
To be truly customer-centric, it’s not just the company that needs to be focused on the customer – employees also need to be on board. This means empowering them to take care of customers in whatever way they see fit. If your company is doing this, it’s a strong indication that you’re customer-centric.
If your company is not customer-centric, don’t fret – there are things you can do to change that. By following the tips above, you can start to make the shift and become more focused on those who matter most: your customers.
Tom is the co-founder of TRACX, a no-code marketing platform that allows local business owners to collect customer feedback and create engaging marketing campaigns. With over 17 years of experience in entrepreneurship, product development, and marketing for businesses large and small, Tom is currently responsible for developing product and marketing strategies for TRACX.