No business with a long list of satisfied clients ever goes down.
If money is the only reason you’re in business, your business is in trouble – money can’t keep you in business for long BUT the source of the money – the customers will keep you in business.
Why and how is it difficult to wrap your head around the idea that customers are the most crucial piece in a business puzzle?
Out of all the top smart business moves you can make to guarantee your company’s survival, “how to woo, win over and wow your customers over and over again” is by far the most rewarding.
“Customer is King” is the one rule most business owners know, but, surprisingly, very few adhere to. Businesses that do not put their customers at the core of everything they do, rarely achieve long-lasting sustainable success and i mean it – when we do not make policies, processes or skill our teams enough to enhance customer experience, we shouldn’t expect the forces of market dynamics to favor us.
Poor customer service is such an undeniable part of running a business in Uganda to the extent that it’s been normalized. Unhappy customers would rather stay silent and shy away from confrontation than professionally demand for the treatment they deserve.
Ironically, Ugandans are famed for being polite and hospitable, but am not sure why this doesn’t translate into customer service.
However, people only allow a business a few bad experiences before they leave it for good. And if the experience was extremely unpleasant, they may even go as far as sharing their dissatisfaction on social media which often leads to a damaged reputation.
Some businesses may offer an “ok” customer experience, lackluster enough for their customers not to complain- but it may not be good enough to guarantee loyalty.
As customers increasingly expect exceptional customer experience, mastering customer obsession will be a game-changer for your business. Because not many enterprises are actually customer obsessed, business owners who go above and beyond for their customers automatically earn their appreciation and allegiance.
Once we start prioritizing our customers, not only will the competition pale in comparison, but our brand image will be elevated. Once we consistently delight our customers, they become not just loyal customers but they also easily become our brand ambassadors, oftentimes voluntarily.
According to Amazon, “Leaders start with the customer and work backward. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers.” Today’s customer has more choices than ever before. Only top players understand that customer obsession goes beyond just customer support. To become a market leader, we MUST embrace a “customer first ” company culture and business success will inevitably follow.
But what does it take to build a customer obsessed company?
- A customer centric leadership – Team members take their cues from leaders with customer-centric behavior. Leaders MUST agree and craft their typical behavior and rightfully demonstrate CUSTOMER CENTRICITY. Employees learn better from their leaders than any training elsewhere.
- Empower your team with customer obsession skills– invest in training that will equip your team with the right tools to translate customer obsession into continuous growth and success. Did you know that 95% of businesses in Uganda have never had customer care training for their employees? Where basics such as grooming, tone of voice etc happens?
Customer obsession training is a sure way to transform your business into a high-growth company and there are a dozen consultants and trainers well-qualified for this subject. If you’re ready to take your customer service up a notch, you can also take advantage of this year’s EBC Customer Obsession annual training happening on 15th April, 2024, at Protea Hotel Kololo.
EBC is a top-rated corporate, business advisory, consulting and outsourcing firm specializing in actionable, tried-and-true growth strategies that accelerate your business success.
By Christian Lenana,
Director of Business Development & Marketing at EBC.
