What Is Customer-Centric Service?
In June 2007, in Aptos, California, 16 of CustomerThink's global advisors gathered for our annual Retreat. Each year we get together to discuss the top industry issues, how we can collaborate with each other and how to add value to this wonderful community.
In one exercise, the advisors broke up into groups, based on their field of expertise, to define how leaders viewed customer-centricity, based on their job function.
Here's an outline of how one advisor group at the Retreat defined customer-centric business, from the chief service officer's perspective.
Chief Service Officer
A customer-centric customer service organization empowers and enables its people to remedy customers' issues, identifies and fixes the root cause, adds to the company's knowledge pool and, if appropriate, increases value to and from the customer.
- Provide channels to access customer service in the most appropriate manner
- Meet customer requirements as they are changing
- Define chain of command for customers to escalate
- Provide techniques and frameworks to be flexible and solve problems: TRAINING
- Provide incentive structure to go above and beyond baseline
- Structure organization to enable self-managed team
- Ensure employees are customers to create community of users outside of company
- Learn best practices from superlative agents and propogate/train-->share with organization
- Provide training to be embedded in culture and behavior
- Balanced Outputs:
- Operational/productivity measures
- Customer (internal, external) evaluations
- Improvements --->
- ----------------------------> knowledge pools
This is just a draft, open for discussion in our community.
What's your take on what customer-centric customer service is, including the activities and measurements needed to be successful?
Please add your thoughts below, and together we'll make this a meaningful and useful definition for business leaders.