7 Elements of a Customer-Centric Team

by Marketing Management Team, MadAveGroup

General Marketing

To provide positive customer experiences and build long-term relationships, put your clients at the core of your business.

Here are seven elements that encourage consistently positive customer experiences.

1) A customer-centric culture. That typically happens from the top down. Your organization’s leaders must truly value a customer-first mentality and be willing to do what’s necessary to execute it at all points of contact. Then, all your team members must follow that lead.

2) A commitment to hiring the right people. That may seem obvious, but too many companies hire “warm bodies” to fill roles without confirming each person’s commitment to serving customers in exceptional ways.

During the interview process, question candidates about their perspective on customer relations to make sure their standards match your those of your company. Consider asking these open-ended questions:

How do you handle difficult clients?
How do you respond to clients that need a lot of hand-holding?
How do you work with clients who think they can do it all?

3) Customer empathy that’s engrained in your culture. Customer empathy is the ability to identify your customers’ emotional needs, understand the reason behind those needs, and then respond to them appropriately and effectively.

4) Regular customer experience training. Your goals should include ensuring that every employee understands your customers – who they are, what they do and how they work – and that all your employees understand that they have opportunities to make your customers’ lives better. (By the way, we train on customer engagement every week at MadAveGroup.)

5) Employees empowered to make every customer experience sensational. Your customers should feel cared for when they interact with anyone in your company, regardless of their title or position. Every person in every department must have the tools and training they need to make a positive impression.

6) Employee engagement and excitement. Define how customer centricity will be measured in your organization, then share those metrics with your employees often. They’ll want to know how their efforts impact the company.

Also, if you tie employee compensation or bonuses to your customers’ satisfaction, your team members will be more motivated to deliver consistently excellent experiences.

Want to talk about building your customer-centric strategy? Contact us.

"We have been working with April for about 4 months, since taking over following a client management transition. Whenever a change occurs when working closely with a company like MadAve, there is always uncertainty around how smoothly things will go. April quickly stepped into the role and handled our account like she had been working with us for months. She has great attention to detail and — most importantly — a unique ability to hold us accountable to providing the MadAve team what they need, when they need it. April has proven herself to be extremely organized and phenomenal when it comes to follow up. She is a tremendous asset for us."

- Ben Tassin, Partner Ambassador, DWM Holdings

"April has become an important member of our team. She brings our marketing plans to life, coordinating resources from diverse groups, both internal and external, keeping everyone organized and on-track. As the pace of our work becomes increasingly demanding, she never misses a beat - a true demonstration of her commitment to the American Frame brand."

- Laura Jajko, President, American Frame

"Over the past 9 years, MadAveGroup has actively engaged with us to understand our members, products and philosophy. Their due diligence delivers impressive digital campaign results month-over-month. Our organic search and paid search results have never been better! I am thankful for their expertise and recommendations as we work together to continue to boost our presence in the always-evolving world of search engines."

Heather Gilchrist, Marketing Director, VacationLand Federal Credit Union

"We've worked with MadAveGroup since 1996 in many different facets. In 2017, we implemented Pay-Per-Click and Search Engine Optimization programs, which have been instrumental in our ability to grow an average of 5.5 new customers per day for several years. Their client managers are friendly and bright and keep us updated with monthly reports. They are always there to help, answering phone calls and replying to emails almost instantly. I cannot say enough good things about MadAveGroup."

Sharon Tipping, Marketing Manager, Parker Steel

"I am most impressed with Brian and Jessica (and the team) for their abilities to be flexible and patient to come up with something that works best for our company and not just push us into something we would not be comfortable with just to get the money. This approach tells me they value the long-term relationship and not just the immediate win. Thank you all!"

Christine Gorey, Marketing Manager, Columbia Chemical

"Shaun always updates us on our quarterly changes and explains the process every time. This is a new program that I have taken over and he has been very patient and has done a great job explaining the process and the difference in scripts and messages and how Ziebart can utilize the program better."

Carly Jacobi, Field Marketing Specialist, Ziebart International Corporation

"Kara takes her role seriously and does her best to accommodate busy schedules. She is easy to work with and quick to respond. She helps keep them on track and lets them know when there is a problem before they discover it."

Kim Hoch, Vice President of Operations, Novus Clinic

7 Elements of a Customer-Centric Team

General Marketing

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