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How can CCOs create a culture of customer delight? Let us find an answer to this question in this blog.
To grow a business in today’s times, it is essential to retain customers and create a positive word-of-mouth reputation in the market. And for this, it is not enough to just expedite tickets and provide basic product support; you need to exceed his expectations give him a mind-blowing used experience. In other words, you need to delight the customer consistently, repeatedly.
So, how to delight the customer?
As a Chief Customer Officer, your most important job is to create a culture of customer delight, and your entire team needs to be aligned towards that goal.
The product’s popularity, churn rate, NPS (Net Promoter Score), organization’s growth all depends on this one factor. So, how to make an entire team get a customer-delight mindset? Well, the CCO (Chief Customer Officer) can do a few things that will drive this through:
Well, the first reason is that it costs five times more money to attract new customers than to retain the existing ones. Let us look at some figures and facts here:
To begin with, the CCO must develop some internal playbooks that will encourage a customer-first thought process. Set up a system of regular feedback and update meetings. The entire team needs to gain the customers’ trust – so product mastery is necessary. They must learn to read data, create customer value maps, and adopt customer-centric orientation practices. Apart from that,
Yes, you need to do many things for the company, customers, and the team. But you must also do a few things for yourself to show value and rise to the ranks. Some of the traits to hone would be:
The CCO must also be ready to listen to both the customers and the employees, understand their pain points and try to redress them. Align with all departments and get all departments on board with the idea of customer-centricity. Optimizing all the above issues and processes with accurate implementation will soon have your team ace it.
Remember, customer delight is about taking customer satisfaction to the next level. You, your team, and the product must be in perfect sync before reaching out to the customer. A CCO needs to drive cross-team efforts between departments to create a customer delight culture within the organization. They also need to adapt to a proactive and positive approach towards customers’ needs. The CCO must ensure that everyone within the organization is working towards helping the customers derive the full value of your product and achieve their desired outcomes. Only then will you be able to surpass customers’ expectations and build delightful lifetime journeys with your customers.13
And this, in a nutshell, is what a CCO’s journey in an organization is all about.
Rakhin has over 10 years of experience driving business development and client services. In his prior roles, he stayed close to customers to understand their requirements and help them achieve their business goals. He is passionate about customer success.
Published March 24, 2022, Updated April 26, 2022
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