The NIHITO Principles in Action

[Audio] Welcome everyone. Today I am going to cover how our customer engagement framework known as NIHITO can help improve customer onboarding and training. We will discuss how to effectively use human-centered design, identify methods for continuous improvement, and the importance of actively listening to your customers. Let's get started..

[Audio] NIHITO believes in placing the customer at the core of all design, aiming to understand their needs and develop solutions that cater to their individual requirements. We pride ourselves on creating an environment of mutual trust and commitment with our customers, built on a foundation of solid principles and proven practices. This encourages customers to become active participants in crafting their own journeys, enabling us to generate tailored solutions to address each unique set of needs..

[Audio] Connecting with customers in person often provides the most beneficial understanding of their specific demands. Seeing their surroundings allows us to acquire knowledge that reports and numbers could not provide. This gives us the opportunity to receive personal responses from our customers and generate solutions that improve their experiences. Leaving the office and having direct conversations with our customers gives us the ability to produce positive changes for each individual..

[Audio] Customer interactions are paramount for grasping their requirements, discovering areas that require enhancement, and designing strategies for optimizing customer engagement. All personnel must take note of customers as they utilize our products, services, and digital platforms. By noting customer behavior, choices, and comments we can create customer engagement plans which are specifically fit for their individual needs..

[Audio] Open-ended questions and active listening with empathy are essential to comprehending customers' unfulfilled wants and needs. This is how companies can acquire valuable information that can help them design better products and services. Understanding customers' issues and struggles lets companies provide solutions that satisfy their customers. This process also helps to enhance customer engagement, resulting in better customer service and loyalty..

[Audio] Active listening is a key factor in connecting with and satisfying customers. Training employees in these skills has a positive effect for both your company and its customers. At NIHITO, we strongly believe that listening to customers carefully is essential to building successful customer relationships. Active listening creates a space where customers feel heard and understood, and can identify their unmet needs. This helps staff to provide more tailored customer service. Our teams should focus on what customers are saying, avoid jumping to conclusions, ask questions for more information, and be patient to allow customers to explain their needs fully. Taking the time to listen actively and use this valuable skill assists staff in meeting customer needs..

[Audio] Empathizing with customers is key to understanding their requirements and supplying great experiences. To accomplish this, the following steps should be taken: Step 1 entails conversing with customers to recognize their issues. Step 2 involves charting the customer journey to pinpoint areas of obstruction. Step 3 involves surveying customers on what they expect your product to do better. Finally, Step 4 involves acting as the customer during diverse use cases. Taking these steps will result in a more profound comprehension of customers' needs and the capability to manifest products that precisely satisfy them..

[Audio] It is essential to maintain frequent communication with customers in order to understand their current requirements and preferences. Surveys, interviews, and focus groups can provide useful insight. After collecting the data, it should be thoroughly examined to identify any areas of difficulty, preferences, or potential for improvement. With this information we can make periodic changes to our products, services, marketing, and other aspects in order to ensure customer satisfaction..

[Audio] Understanding customer insights and taking action on them is essential for a successful customer engagement framework. NIHITO promotes a culture of listening to customers and actively participating in the process of identifying their needs. This slide focuses on the outcomes of using customer insights for new products, marketing campaigns, and executive strategies. We aim to track the percentage of new products, campaigns and strategies that are guided by customer insights to measure the success of our efforts. Monitoring this information allows us to consistently adjust our customer engagement framework so that we are able to provide the best possible service to our customers..

[Audio] We recognize that the customer experience does not finish with a purchase. Cultivating relationships with customers during their journey is fundamental. To guarantee success, we make sure that all personnel interacting with customers are knowledgeable in customer service and sales policies and procedures. Our sales directors and customer service agents are devoted to providing exceptional customer service and creating strong customer relationships, while maintaining customer data secure and confidential..

[Audio] Sorting products using an automated sorting algorithm and then conducting a manual testing process to check its accuracy using real customer data are essential steps in our product life cycle's test and validation process. This approach allows us to ensure the accuracy of our feature..

[Audio] Without greetings and without beginning with Today, the text reads: "Welcome to the final slide of our presentation. We want to remind you that staying curious, asking questions, exploring broadly, and suspending judgement are essential elements of customer training and onboarding. Asking meaningful questions will help us gain understanding and depth of a topic. It will also generate meaningful conversations with our customers that will help us understand their needs and how we can best address them. Our goal should be to explore multiple sources of knowledge from various perspectives which will help us gain insight into customer needs. Lastly, it is important to remain open-minded and suspend judgement until we can fully understand the situation. We can then use this empathy and knowledge to develop a customer engagement strategy that will best meet their needs. Thank you for your attention. We hope you found the presentation useful. Enjoy the rest of the day!.