Putting the customer first can be a competitive advantage for any company. Here are three tips on what companies must do:
Differentiate on the customer experience. Focus more intently on developing a customer experience that sets you apart from others in the marketplace. The experience must help customers solve problems and meet objectives.
Promote a customer experience culture. Associates in every corner of the company must understand that everything they do, whether directly or indirectly, has an impact on customer experience. Companies must resist reserving these beliefs for just customer-facing associates.
Focus on helping customers succeed. Too often companies are focused on pushing the products and service they want to sell. Customer-focused companies continually deliver the solutions their customers need to succeed.