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Customer Service Ethos
I’ve worked in customer-focused functions for many years, and whatever the role -support, pre and post-sales, or devrel- I’ve observed and applied specific approaches that improve the customer experience and help build stronger relations with customers. I have distilled my learnings in this list of 10 principles. Please reach out if you can help me improve this list!.
How to be customer-first, for real
There are many benefits that come from customer loyalty: increased business, renewal rates, churn reduction, referrals, brand awareness, and many more. Because there is a direct correlation between customers and revenue, most companies end up focusing on the outcome (revenue) at the expense of the input (customers). Businesses want to reap the rewards and end up losing sight of what really generates them. This comes with risks -potentially missing if customers’ needs change or if new, more compelling propositions appear- and can lead to losing customers and, therefore, the revenue they generate.
Redefining Customer Value
Companies aiming to thrive in today’s dynamic and competitive landscape must consider cultivating meaningful customer relationships that enable more sustainable and profitable business models.
