How to build a strong culture of customer centric service? Why should companies be concerned about building employee and leader relationships in business during pandemic? What is the role of understanding customer retention and satisfaction to maximize business performance? Why is the involvement of leaders in business required in order to build customer centric culture? How does collaboration between departments bring resolution to customer problems?
Dr Linden Brown accentuates that to maximize the profitability of any business, it is of absolute importance that the company has a customer centric approach. COVID has caused many companies to lose employees but for customer retention there needs to be a direct communication line between employees and their leaders. He suggests that all the companies that keep delivering great customer service are all focused on customer culture. Dr Brown highlights that empowering employees to assist the customers requires engagement and collaboration of all departments, such as marketing, sales and finance, to create an enabling environment. He further emphasizes that companies that have an internal centric approach i.e. only concerned about profitability and cost saving, have trouble retaining their customers due to unsatisfied service.