Your customers don’t care….
…that your e-commerce operation and physical stores division are run separately…
…or that your systems don’t “talk” to each other…
…or that you say “your call is very important to us” over and over again.
Your customers care that every aspect of the shopping experience–and that includes returns–is as close to frictionless as possible.
They care that they don’t have to re-start at the beginning every time they interact with someone from your organization–and that they don’t get a different answer based upon who they happen to speak with.
They care that if say “your call is very important to us” that you hire enough people to answer the phone quickly and that the person on the other line can actually resolve their problem the first time, every time.
Customer-centricity is rooted in an outside-in perspective and starts where the customer is, not where your brand happens to be.
Customer-centricity means a commitment to really knowing what customers want, showing that you know them and showing them that you truly value them. Through actions, not words.
When your customers stop caring about what you say, or they see a disconnect between what you say and what you do, it won’t be long before they stop caring to spend any time or money with you.
So what do you care to do now?