FEATURE
Have you heard of customercentricity ?
What happens when an organization becomes customer-centric ? What does it mean to integrate compassion in your business strategy ?
Have you heard about the phrase customer-centricity ? What is your personal take on customer-centricity today ?
Let me share mini-stories about a text message I got , realizations about TLC , and , lastly , a confession .
First , a story via text
Context : While I was having a Viber conversation with our valued client , she sent me this : “ Thank you for your clientship and friendship .”
As I read her message , my heart warmed , and I had to savor this moment . I realized that this is my aspiration : to turn my customers into life-long friends . I would like my engagement with them to go beyond the transaction of work .
I ’ d be delighted if my relationship with my customers would transcend beyond merely giving them the service they expected . I would like my customers to see me as a partner and a trusted friend .
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My AHA ! Moment :
Customer-centricity , after all , is making them feel valued , listened to , and cared for no matter what the circumstances are .
Second , on TLC
TLC often means “ tender loving care .” When I engage with our customers , I also say TLC means “ truly listen to customers .”
In a world so noisy and broken , listening can be a rare skill to practice these days . When we listen to our customers , we assure them that we care about them no matter how difficult they can be . This is a good path towards the journey from clientship to friendship .
My AHA ! Moment :
By TLC ( truly listening to our customers ), we practice what customer-centricity is about .
Lastly , a confession
Context : I learned how to engage with both partners and customers in an internet company called iPhil Communications and Microsoft Philippines in the late ’ 90s to early 2000 .
When I was younger , I will admit that difficult and angry customers would intimidate me a lot . I would get scared and emotionally affected when I would see or witness customers have their outbursts of emotions – when they are frustrated , impatient , or angry – at me or even at other people .
My AHA ! Moment :
Now that I am older , showing genuine care and concern to your customers , whoever they may be , would bring you on the right track – turning clients into life-long friends .
About the Author : JV Wong
Chief Executive Igniter People Ignite
She is the President and Chief Executive Igniter of People Ignite , an organization that focuses on both conventional and virtual mode of learning , teambuilding , and planning workshops .