How to remain customer-centric using Wolken's Customer Satisfaction Survey Module?

Customer centricity is the latest term in the corporate world. New entrants are designing their business models with the client in mind. Customer-centricity is a company approach that places the customer first and at the centre of your operations in order to create a great experience and develop long-term partnerships.

Older enterprises caught in the deadly downward cycle of cost competitiveness have concluded that pure cost rivalry is pointless. They are now transforming into customer-centric enterprises.

Putting the consumer at the core of your business is not simple. It entails designing everything, from goods to business workflow procedures, to provide value to the consumer. 

The old company model with a fixed structure is outdated. The primary purpose of any good business is to develop a resilient firm, and the epidemic has highlighted the need for such a business model.

A few significant elements contribute to business resilience:

  • Customer fulfilment
  • Good profit margins
  • Cash flow has been streamlined
  • Reserves for capital

Although the variables listed above appear to be unrelated, the first and most significant component, customer happiness, flows into the other three. 

Customer satisfaction produces good margins, simplified cash flow, and capital reserves. 

Why is it so important to prioritize customer experience today?

While we recognize that there is always a cost to change, it seems reasonable that doing everything possible to create a great customer experience at every touchpoint would significantly influence company outcomes.

Here is some information to fall back on the notion that putting the customer first is more important than ever.

  • More than 80% of businesses that prioritize customer experience report increased revenue.
  • Customers want organizations to understand their demands 76% of the time.
  • Customers will pay 17% extra for a positive experience.
  • Customer-centric businesses are 60% more lucrative than non-customer-centric businesses.
  • Poor customer service costs the economy $1.6 trillion each year.

There is also evidence that a customer-centric model:

  • Increase in customer satisfaction.
  • Improves client retention Increases the opportunity for upselling and cross-selling Metrics of customer lifetime value (CLV)
  • Increases the chance of acquiring new customers through excellent word of mouth

The difficulties of creating a customer-focused firm:

During the late 1990s economic slump, people became more choosy in which brands they would choose to spend their money on, resulting in a power shift between brand and customer. Successful brands treat their customers with respect, offer exceptional service, and build long-term connections with them.

During the same time period, Social media proved to be another game changer. Social media marketing (or social selling) altered how customers interacted with firms and became an essential element of the customer journey.

Social media is only one of several digital platforms that are altering the relationship between businesses and their consumers.

According to research, firms that are striving to become customer-centric are unable to communicate customer information across departments and lack a unified culture around the customer's demands.

Promoting the Customer Centricity:

The obvious next question is, "How do I boost client satisfaction?" Let's look at a few alternatives.

Understand your customers:

  • No! We're not talking about requiring customers to fill out KYC documents. Knowing your consumer entails gathering their requirements. 
  • Your company caters to a particular set of consumer requirements. 
  • The best strategy to improve customer happiness is to investigate these client demands and align your organization to meet them.
  • So, how do you manage consumer expectations? There are numerous approaches, but gathering client input on your product or service and evaluating it in clusters is the most important. 
  • Why are clusters used? Because it averages out the outliers and assists you in focusing on the problematic aspects that emerge more frequently in customer feedback.
  • The majority of customers are willing to participate in a feedback survey. The challenge is to design the feedback survey questionnaire so that it collects data in a quantitative way that allows for additional analysis.
  • Learning about consumer concerns allows you to acquire free insights into the main issues that must be resolved before they spiral out of hand.


  • Personalizing your service for clients appeals to their ego and allows you to connect with them on a greater level. 
  • It elevates your service beyond an automated, generic, and robotic chatbot or email contact. Everyone enjoys being remembered. 
  • It helps them feel valued, and it does the same for your consumers. 
  • So, how do you go about doing this correctly? Personalization relies heavily on data.
  • A helpdesk application with a knowledge bank and historical data can assist agents in rapidly and effectively accessing client information and transaction records, allowing them to provide tailored assistance. 
  • Nothing beats a personal touch when it comes to client service.

Availability of Services:

  • Service availability influences customer happiness. 
  • Customers may contact your support staff via their preferred communication channel if you are available on numerous channels. 
  • A phone call, SMS, WhatsApp, social media, or email might all be used. Your customer care team must be prepared to provide service on all fronts.
  • A helpdesk solution with omnichannel features for your customer care centre is an excellent method to accomplish this. 
  • A decent helpdesk application may incorporate email, phone calls, SMS, WhatsApp, and social media to centralize ticket management and issue resolution.

Resources for information:

  • Many clients prefer a hands-on approach to problems and would appreciate a do-it-yourself solution.
  • An excellent strategy to assist them is to offer plenty of needed information on your websites, such as FAQs, directions, tutorials, and demo videos. 
  • Customers purchase what they understand. Therefore educating them about the items is the better method to promote them.
  • Educating and informing your clients about your items may appear to be a waste of time. However, you are gravely incorrect. 
  • A client who resolves difficulties on their own is one less consumer who raises a ticket. 
  • It relieves the customer service centre's workload while assuring client happiness. 
  • Providing thorough information resources about your product is an excellent strategy to increase client trust.

Improve client service:

  • Customers that contact your customer support staff are experiencing a problem with your product, and it is critical to think about it in those terms. 
  • When we encounter a difficulty, the first thing we lose is trust. That is not something you want your consumers to do with your goods. 
  • So, the greatest thing you can do to alleviate the issue is to fix it as soon as possible.
  • Customers want issues to be resolved quickly. If your customer support personnel take too long to answer, make the consumer run from one desk to another, or are stupid regarding problem solutions, you've just lost a customer. 
  • And there's more! By word of mouth and recommendations, a lost customer leads to additionally lost consumers. 
  • Using helpdesk software with automation and a knowledge base may significantly enhance customer assistance speed. 
  • When combined with tools like AI and data management, helpdesk solutions improve customer service.

The transition to becoming a genuinely customer-centric business is complicated and lengthy, but do not be discouraged because even minor adjustments to policy and practices may substantially impact both employees and customers.

Being a customer-centric company is the holy grail of recognizing consumers' true worth. Always put oneself in the customer's shoes to reduce customer effort while increasing customer value.

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