Why I Love ‘Customer Centricity’

People have different preferences about how they communicate. Some people would rather talk than write. Others would rather write than talk. Yet others have very high response rate to texts. No surprises there!

So, what do you do about it? The answer is very simple, but not very easy – embrace ‘Customer Centricity’ whenever you communicate in the workplace. Go where they are! If those customers you’re dealing with prefer contact by email, do so. If they prefer voicemail or phone conversations … or even in person … then communicate with them that way whenever you can. Therefore, ask for communication preference early in each relationship and follow through accordingly.

Like I said, it’s very simple to use customer-preferred communication methods rather than the one you prefer. It’s just not easy because it may take more time. Let your results indicate if it was worth your investment. Or … ask your customers.