External and internal customer focus
It is difficult to change the strategy of an existing enterprise. Therefore, it is better to set up the business in the right direction from the very beginning. Train your staff to be customer-oriented. If this point was missed at the start, the organization will have to completely change business processes and the attitude of employees towards customers. In extreme cases, it will be necessary to replace employees.
Implementing a complex adjustment will require work in two directions at once.
External and internal customer focus
External customer focus
Consumers of the company's goods/services are involved:
Learn to put yourself in the paytm database customer's shoes and look at the product from their point of view. Would you contact your company yourself? Do you like everything or is something missing? Evaluate the design, equipment, packaging.
Follow the customer's journey to purchase. Would you go through it yourself? What is off-putting or stressful? Try to make the checkout process easier for the customer. The fewer problems they encounter before buying, the better.
Identify the most convenient channel of communication with the customer.
Constantly update information about customer needs, don’t be afraid to change products and services.
Establish feedback. Ask the client if he is satisfied with the product.
Try to improve the service. The quality of service increases. Buyers start to think that the product has also become more perfect. Although it may not have changed at all.
Don't get stuck on automation of communication processes. Focus not on communication rules, scripts, but on personal methods of interaction with the client.
Try to conduct customer-oriented sales. This does not mean trying to sell stale goods at any cost, but a genuine desire to solve the buyer's problems. Talk about the pros and cons of the product. Marketing conducted in this vein contributes to the accumulation of positive buying experience.
Remember the little things. Many of them, despite their insignificance, repel buyers. Identify them and correct them.
Create loyalty programs and bonus systems that will be truly useful for the buyer.
Bonus systems for clients
Let's say you have free delivery. All customers have to wait for the courier from 9:00 to 17:00. Some customers want the parcel to arrive at a more convenient time