如何建立以客户为中心的公司bob全站app, According to 10 People Who Did

Managers like to tell employees, "the customer is always right"-- thinking that this phrase alone will make them a customer-focused company. However, making the customer the centerpiece of your business is a lot easier said than done. Being customer-focused requires a complete alignment with your customers' success.

But if it's all this work, then what's the payoff? Building a customer-focused company can differentiate yourself from competitors, and helpsustainably grow你的事。

以客户为中心的不仅仅是公关特技。实际上，这对于您的业务成功至关重要。集线器Researchfound that 70% of companies with growing revenue say customer success is "very important." For companies with stagnant or declining revenue, less than half said customer success was "very important." Additionally, 96% of expanding companies highlighted that customer satisfaction is a key component to their growth. This is because they're able to retain loyal customers while differentiating themselves from competitors. By focusing oncustomer success, companies capitalize off of a mutually beneficial relationship with their customers.

While it may seem straightforward, creating a customer-focused company isn't an easily accomplished task.Customers' needs不断发展，跟上持续变化有时会使您的团队感到不知所措。如果您正在寻找更好地导航此过程的技巧，请查看10位建立以客户为中心的公司的CEO推荐的这些最佳实践。

如何建立以客户为中心的公司bob全站app

1.解决特定客户需求。

Sarah Nahm built her company in 2017 to solve a nagging problem in the tech industry. In an interview with商业内幕, Nahm said Silicon Valley companies were having trouble hiring and retaining employees, so she createdLeverto help. Lever is an easy-to-use tool that helps companies not only identify top talent, but also highlight the people who would be most likely to stay with the company. In the interview, Nahm says she "lives" for connecting companies to the right people at the right time.

By solving specific problems for its customers, Lever has been able to hash out a spot in Silicon Valley.福布斯estimates Lever has over 1,300 customers and made more than $20 million in revenue. Additionally, Nahm has been able to raise more than $62 million from investors because of her customer-focused approach.

2.始终寻找产品改进。

保罗·伯克（Paul Burke）是数字内容创建公司的首席执行官bob全站appGuru，这有助于文化机构，例如博物馆，吸引客人。古鲁（Guru）是一bob全站app家不断寻找改善产品的方法，并使用其支持渠道鼓励与客户进行开放反馈循环。当问Digital Media Update伯克（Burkebob全站app）为什么要成功，这将是因为“始终努力使产品变得更好”。

During the same interview, Burke said he believes Guru is "a partner to cultural institutions, not a vendor." Therefore, the company can adapt its products and optimize the client's success. This mindset has proven effective, as Guru recently won the San Diego Venture Group's annual pitch-fest in 2017.

3.使客户成为品牌的一部分。

光泽是世界上增长最快的美容品牌之一，获得了超过5200万美元的投资者资金。首先，Glossier的首席执行官Emily Weiss直接与消费者互动，意识到需要负担得起的高质量美容产品。在接受采访时尚业务，Weiss将她的成功归因于她如何使客户感觉像该品牌的一部分。

在同一次采访中，魏斯指出，购买美容产品时“有60％的美国人依靠点对点建议”。因此，她发展了Into the Glossblog to "give women voices to be their own experts." By including the customer's voice in its content, Glossier gained over one million Instagram followers in只有三年。在她的第一个博客上建立了一个社区之后，魏斯（Weiss）推出了第一个Glossier产品时，将平台用作受众。

4.在沟通公司时要积极主动。bob全站app

2015年TapInfluence雇用了Promise Phelon，以帮助加速公司从托管服务的过渡到bob全站appSaaS company。The company already had a large customer base, and Phelon had the challenge of introducing radical change while minimizing客户流失。

为此，Phelon积极主动将这些更改与客户传达。她首先确定最有价值的帐户，然后与他们合作，以确保他们对新服务感到满意。在一个福布斯blog post, Phelon said, "it was important that [they] worked with them to manage the transition from managed services to SaaS."

Because of her efforts, TapInfluence was able to undergo a smooth transition into SaaS. It retained around 95% of its customers and, according toCrunchbase,received a $14 million investment a year after Phelon's hiring.

5.超越客户服务。

Zapposis an online retailer that uses customer service to set itself apart from its competitors. Every customer service representative at Zappos is expected to make the customer happy no matter the cost. In his book,Delivering Happiness: A Path to Profits, Passion, and PurposeZappos的首席执行官Tony Hsieh说：“我们绝不能在改进方面失去紧迫感。我们绝不能为'足够好'安定下来，因为善良是伟大的敌人。”

Zappos并不回避这一信念,as service reps are expected to spend at least 80% of their day speaking with customers. If a customer is unhappy, the rep has the authority to refund purchases, send out free products, or provide a unique accommodation. This builds a strong emotional connection with their customers who feel Zappos truly values their business.

该意识形态为Zappos带来了回报，因为该公司在最初的10年内达到了10亿美元的销售额。bob全站app2015年福布斯reported the company exceeded $2 billion in annual revenue.

6.建立对客户的信任。

Brendan Candon, founder and CEO ofSidelineSwap，是一位千禧一代商人，与他的目标受众有着密切的联系。他的公司bob全站app帮助运动员购买和出售二手体育设备，作为前大学运动员，坎登认识到同伴对“确保对市场有信任”的担忧。坎登在接受采访时讨论了建立信任MarketScalethis year.

To create a system of trust in a person-to-person market, Candon focused on solving problems before customers became more frustrated. Employees would reach out to buyers and sellers to get their feedback on the customer experience. Then, employees would discuss recurring themes and set up support alerts for when roadblocks were likely to occur.

This seems to have been effective, asCrunchbasereports that over 17K users download the app each month.Owleralso reports that Sideline Swap produces more than $1 million in annual revenue.

7. Respond to the changes in your industry

Jay McHarge is the CEO of a biopharma logistics company calledAeroSafe。由于生物制药包装印度河的变化try, McHarge was faced with two options for his company: either continue what they were doing or change everything. McHarge chose the latter when he saw an opportunity to switch the company from packaging to delivery logistics.

"It was mostly the clients, them telling us what they needed and us listening," McHarge told theChief Executive Groupin an interview this year. Instead of sticking to an outdated product, McHarge shifted the company to a discount logistics service which benefited their current customers. By doing so, McHarge saved the company, asOwlerreports AeroSafe is now returning around $11 million in annual revenue.

8. Crave your customers' feedback.

Q10 Consultancy是一家欧洲营销咨询公司，可帮助小型企业发展。Q10 Consultancy首席执行官Martine Nierman将其公司的成功归因于客户的反馈。bob全站app她使用圆桌会议，NPS®surveys to measure customer experience. She claims this feedback is her company's roadmap for designing and improving products. In a video on Q10 Consultancy'swebsite,马丁说，她“需要[客户]反馈才能进一步发展，以成为最好的产品。”

By craving customer feedback, Q10 Consultancy has grown from an asset management tool into a branding automation platform. Over the course of three years, Q10 consultancy has opened six new offices and has become an international marketing agency.

9. Invest in your employees' growth.

ThinkLions是一家开发bbob全站app1;b电竞官方下载应用程序并帮助初创企业获得资金的软件公司。它的首席执行官迈克·西姆斯（Mike Sims）认为，公司的一种独特优势是它专注于培训员工。bob全站app由于许多公司（例如Thinklions）无法雇用大型员工，因此Sims专注于提供彻底的培训。

模拟人生不断创建新的培训，并寻找不同的机会来教育工人有关该行业的知识。当被问到他的方法时福布斯, Simms said, "they are able to build their skills and abilities, which advances them professionally while immediately benefiting [his] business."

10. The customer's experience is key.

Brian Halligan, co-founder and CEO of HubSpot, built his company by focusing on the customer's experience. In an interview withSlush, Halligan talks about the shift in power between buyers and sellers. Instead of using a sales rep, customers can now find all the information they need on their own. He notes that, instead of having a better sales pitch, now "yourcustomer experience必须比您的比赛好10倍。”

To accomplish this, HubSpot provides an extensive onboarding process for its premium users, along with 24/7 support channels. HubSpot also provides self-service support documents and dedicated account managers for some customers. HubSpot even has a客户代码这概述了它的目的是如何对待客户。

As of 2017, HubSpot has gained more than 23K users in over 90 countries, and the company reported a39% increase in revenue在2016年至2017年之间。

Looking to make your company more customer-focused? Check out this next blog post for somecustomer success toolsthat can be used with any budget.

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