How to Find Out If Your Brand Is Really Customer-Centric

Faith Ocampo Published on April 10, 2017 Last updated on December 22, 2022

There’s no instant formula for building a successful enterprise, but if you’re trying to make your brand more customer-centric, then you’re on the right track.

But how can you make sure that your brand, together with your call center, is doing a good job of capturing clients’ interests?

customer centric depiction arrows pointing to customer

Many business owners are under the impression that they’re running a client-focused company. But those who harbor this false perception are the same ones who are dangerously complacent. They’re confident that they can make a customer happy, causing them to think that this alone can lead them to success.

Customer centricity, however, goes beyond making a customer happy. To build a truly people-focused organization, you need to place consumers’ interests at the heart of your business.

It’s not just about making a customer smile whenever you’re talking to them. Rather, it’s about making them your first priority in every step of the way. Whether you’re launching a new customer support strategy, opening a new store, or designing a new product, every decision you make must revolve around the customer.

As a business strategy, building a people-centric firm requires a great deal of sacrifice. You can’t let your personal interests get in the way or you’ll only end up undermining your own success.

So how do you know if you’re truly customer-centric? Here are three ways to find out.

  1. Review Your Customer Policies

    customer centric review of company policies

    Ideally, your policies should serve one purpose: to make customers’ lives easier. If your policies are making it hard for a consumer to enjoy your products or services (e.g., complicated payment modes, tricky product return policies, etc.), then you may not be so customer-focused after all.

    Take a look at your company policies and ask yourself if they’re getting in the way of the customer experience. For this, consult your company leaders. Your customer relations expert, marketing specialists, and product managers can help you evaluate and revise your existing rules. Even your customer support agents can enlighten you on what callers usually complain about when they dial your hotline.

  2. Ask Your Customers

    customer centric depiction business executive talking to consumers

    Communicating with your customers is, of course, one of the best ways to find out where you’re going wrong. And yet, too few companies invest in this endeavor. Sure, this might require you to build a full-blown market research initiative. It can get expensive, tedious, and time-consuming, and that’s probably why it doesn’t sound like an appealing idea.

    But you need to give your customers a chance to speak up. And you need to talk to them directly to understand their sentiments. Some specific questions you may ask them are as follows:

    • Have you encountered any difficulties while doing business with our brand?
    • How can we improve our products?
    • What features would you like to see in our new products?
    • Have you been in a displeasing customer support interaction with one of our representatives?
    • Have you encountered an unsound or unfair policy while dealing with our brand?
  3. Assess Employee Engagement

    customer centric depiction company executive chatting with employees

    If you’re not treating your employees right, don’t expect them to treat your customers in a good way. It sounds cliched, but only happy employees can make your customers happy. If you don’t care about your staff, they’re unlikely to care about your goals, and this immediately places the quality of your customer service at risk.

    Involving your employees in company activities, giving them opportunities to grow, and encouraging them to express their creativity are just some of the ways to increase their work engagement. This is one way to encourage them to perform well and be productive.

You’re going to need help in your journey towards becoming a truly customer-centric brand. Let Open Access BPO and our multilingual business solutions be your growth support system. Contact us today and let our program development experts create the program that brings you closer to your customer.

 

Read More

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 1 hour ago
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗠𝗮𝗻𝗶𝗹𝗮 𝗮𝗻𝗱 𝗗𝗮𝘃𝗮𝗼 𝗵𝗼𝘀𝘁𝗲𝗱 𝘁𝗵𝗲 𝗳𝗶𝗻𝗮𝗹𝗲 𝗼𝗳 𝗶𝘁𝘀 𝗗𝗿𝗼𝗽 𝗜𝘁 𝗟𝗶𝗸𝗲 𝗜𝘁'𝘀 𝗛𝗼𝘁 𝘄𝗲𝗶𝗴𝗵𝘁 𝗹𝗼𝘀𝘀 𝗰𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲. | https://buff.ly/434ctKb

The three-month program saw employees engage in wellness sessions, regular weigh-ins, and receive expert weight loss guidance. The finale recognized and celebrated the remarkable transformations achieved by the participating employees.

The initiative underscores Open Access BPO's commitment to investing in the overall well-being of its employees and cultivating a positive and supportive company culture.

----------
Open Access BPO is dedicated to employee engagement and contributing to our team's growth, both professionally and personally.

Learn more about our company culture and commitment to our employees: https://buff.ly/4i34265

#WeSpeakYourLanguage
#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 6 days ago
Open Access BPO Taipei celebrated a decade of growth and success with a party event at the ILLUME Taipei Hotel.

The evening showcased our strong company culture, with games, delicious food, and a festive atmosphere.
We're proud of our team and excited for what the future holds!

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO
Open Access BPO 6 days ago
𝗗𝗿𝗼𝗽 𝗜𝘁 𝗟𝗶𝗸𝗲 𝗜𝘁'𝘀 𝗛𝗼𝘁: 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗪𝗲𝗶𝗴𝗵𝘁 𝗟𝗼𝘀𝘀 𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲 𝗖𝗿𝗼𝘄𝗻𝘀 𝗖𝗵𝗮𝗺𝗽𝗶𝗼𝗻𝘀

The Open Access BPO's weight loss challenge has officially come to a close after a successful three-month run.

The program, which included wellness sessions and regular weigh-ins, culminated in an awards ceremony celebrating the incredible achievements of our participants.

We're thrilled to announce and congratulate the five champions from our Manila and Davao offices who demonstrated remarkable dedication and commitment to their health and wellness journeys.

Open Access BPO is committed to employee well-being, and this weight loss challenge is a prime example. We regularly offer activities and programs like this to support our employees' personal and professional growth, fostering a healthy and supportive work environment.

We're proud of all participants and look forward to continuing to support their wellness journeys.

#WeSpeakYourLanguage
#DropItLikeItsHot #OABPODroppinIt
#OneForHealth #IdeaHubOABPO
Open Access BPO 6 days ago
This February, Open Access BPO joins the world in celebrating 𝗕𝗹𝗮𝗰𝗸 𝗛𝗶𝘀𝘁𝗼𝗿𝘆 𝗠𝗼𝗻𝘁𝗵.

We recognize the vital contributions of African-Americans who have shaped our world.

It's also a call for us all to learn from history, amplify Black voices, and take action against systemic racism.

#WeSpeakYourLanguage
#BlackHistoryMonth #BHM2025
#OABPOonBHM #BHM
Open Access BPO 8 days ago
Bringing people together, celebrating achievements, and building momentum for their 10th anniversary is the real highlight of 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆.

We're looking forward to being stronger together with our Davao teammates for another decade, but for now, here's a look back at what happened in last week's party: https://buff.ly/3CK1vyM

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
Open Access BPO 13 days ago
The Davao leg of our 𝗪𝗮𝗻𝗱𝗲𝗿𝗹𝘂𝘀𝘁 𝗕𝗹𝗶𝘀𝘀: 𝘁𝗵𝗲 𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 𝗞𝗶𝗰𝗸𝗼𝗳𝗳 𝗣𝗮𝗿𝘁𝘆 over the weekend was a celebration of what lies ahead: a shared vision of unforgettable moments and a reflection of our collective drive to succeed in every challenge 2025 has in store.

Thank you to everyone who joined us at the Acacia Hotel Davao for an evening of inspiration and celebration. Here's to a year of new opportunities and achievements!

Let's take a look back at last weekend's party.

#WeSpeakYourLanguage
#OABPOKickOff2025 #OABPOWanderlustBliss
#WanderlustBlissOABPO