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How can we become Customer Centric?.
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[Audio] Listening Without Listening to the customer, we will not be able to understand their needs and wants. Without knowing these, it is impossible for us to help our customers.
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[Audio] Customer Profiling Classify your customer into groups and then cater to their needs accordingly. Most common classifications are Demographic, Geographic, Behavioral, Need based, Perception based, Interest based and Attitudinal.
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[Audio] Personalization We should always focus on making the customer feel important, cared for and respected. Learn and use the customer's name. Be human and friendly. Show that you are interested in them by interacting with them when the opportunity arises.
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[Audio] Tone Humans respond better to humility than arrogance. Be polite and courteous in your interactions. Avoid curt responses. Using courtesy words like please, thankyou, you're welcome, etc. go a long way.