Customer orientation is an organisation's focus on understanding and meeting customer expectations, supported by regular study of customer needs and satisfaction. Organisations build a customer-oriented culture in three ways: leaders model customer focus at every level, hiring checks for cultural fit, and employees are trained, equipped and trusted to do what it takes to serve customers.
What this article covers
- 3 ways to create a Customer-Oriented Culture
Last updated · Bodhih Insights team · reviewed by Siddharthan VGJ, Founder
Customer Orientation
3 ways to create a Customer-Oriented Culture
Happy Customers = More Business & More Moolah!
How do we create Happy Customers and retain them? The most effective way of creating happy customers is by structuring your organization’s culture to focus on being considerate and excellent at providing customer service. Driving a culture of Customer Orientation through its people.
Contented team members who recognize and embrace an organization’s core values are bound to become excellent promoters of it.
What is customer orientation?
Customer orientation is imperative for achieving customer satisfaction. Awareness of the expectations and gratification of customers empowers an organization to excel at customer orientation. Periodic study of customer needs and satisfaction provide significant statistics that makes it simple to monitor and improve services and contributes to your organization’s customer orientation.
Here are 3 tips to drive a culture in your organization that excites both your employees and your customers.
1. Leading by example
Driving Core values of your Organization should not be an option, it should be a priority. If being Customer-Oriented is one of the core values, it is imperative that it is followed at every level, right from the top management to the entry level. Just saying that you value excellence in customer service or adding them on your website does not help but following it does. Reinforcing it at every level and reward it consistently. Make it clear that both employees and customers have a say at your organization.
2. Hire Right
Remember that the Hire and Fire strategy does not always work well. All potential new hires should be considered only post an elaborate exercise to understand if they will fit into the culture created by the organization and play a vital role in building a “Customer-Oriented” workplace. It is impractical to just send out an email or a memo listing your organization’s core values, or engrave them on mugs and coasters, and expect employees will adopt them. Periodic training conveys that the values matter. Build a team of people who are enthusiastic about driving excellence in customer service.
3. Empower and Equip your Team to Succeed
Define your customer focus expectations and invest in training your employees. Equip them with the tools needed to craft their success, trust them and give them the liberty to do what it takes to meet your expectations. Encourage and empower employees to act creatively and take the initiative to surpass their customer’s expectations.
Following these will help you drive and achieve an outstanding culture and customer service orientation competency, which in turn means enhanced service for your customers and better returns for your organization.
Quick answers
How do you create a customer-oriented culture?
Lead by example so customer focus is practised from top management to entry level and rewarded consistently. Hire people who fit the culture rather than relying on hire-and-fire. Then define customer focus expectations, train employees, give them the tools they need and trust them to do what it takes to meet customers' needs.
