8 Ways of Applying 10x Rule as a Customer Centric Enterprise

8 Ways of Applying 10x Rule as a Customer Centric Enterprise

 

Customer-centric enterprises always  win by delivering exceptional value, loyalty, and trust. Applying the 10X Rule here means going beyond satisfying customers to delighting, surprising, and retaining them at 10X the standard. They. always raise exit barrier for their customers.

 

 How they leverage on 10X as a Customer Centric Enterprise

 

#1 10X Mindset

Customer Centric Enterprise are so obsessed about serving customers. They are  always looking for ways to delight their customer. As a customer Centric enterprise, you should not aim for the ordinary. You always have to make sure you over deliver to your customers. 

 

As part of that effort, you need to treat customers as partners, not transactions. you have to always put yourself in customers shoes. 

 

You also need to measure success by customer lifetime value (CLV), not just today’s sales. it is also about how many of your customers return for more. It does not have to do with the amount of sales generated. 

 

#2 10X Customer Understanding

As part of your efforts towards satisfying your customers, you need to Invest in deep research: surveys, reviews, data analytics. You have to know the reasons why customers are patronizing your products and service and 

You also need to map the customer journeys. You have to know the stage the customer is in the Buyers journey. This will help you to know the kind of products and services to introduce to the customer. 

You should also leverage on Artificial Intelligence and CRM tools to anticipate needs before customers ask. The best way to win customers is to always be a step ahead of them. 

 

#3 10X Communication & Engagement

In order for you to be customer-centric, you need to make sure that you are constantly engaging your customers. You have to be  present wherever your customer can be find. You must be ready to meet your customers wherever they can be find online. 

You have to make sure you always respond in minutes, not days. You can make sure you are using chatbots and auto replies but it does not make sense if you fully automate your responses. 

 

You also need to create a personalized experiences such as email offers and recommendations that will always resonate with your target audience. 

 

I have always advised that as a Blogger and content creator, it is not always advisable for you to build on other peoples land. You are doing that if you rely solely on Google traffic. You need to build customer communities through groups, forums and Whatsapp communities and groups and more.

 

#4 10X Products & Services

In order to retain customers and be customer Centric, you need to make sure that you over deliver. Innovate to make your product/service 10X better than competitors. You have to provide wow experience for your customers. 

 

You also need to provide multiple options and flexible solutions to meet diverse needs. You have to segment and profile your customers and provide products and services that will appeal your customers. 

 

In order to wow your customers, you need to go extra mile for your customers. You have provide warranties, free resources, tutorials, VIP perks among others. 

 

You also have to continuously improve your products and services based on customer feedback loops. 

 

#5 10X Customer Retention

This is where organisations always make mistakes. You need to always focus on long-term loyalty over one-time sales. You have to make sure that customers always come back to buy your products and services. 

 

In order to do this, you need to launch loyalty and reward programs that give back massively to your customers. 

 

You also need to adopt some element of surprises. Make sure you wow customers with gifts, handwritten notes, or exclusive access to premium products and services. 

You also need to turn customers into brand advocates who refer others. This have much to do with how you manage customers complaints and grievances. This will increase the level of support that they will give to your products and services. 

 

#6 10X Employee Empowerment

There is a need for you to train your staffs to be customer-first problem solvers, not just task-doers. You need to reward employees based on how much they are able to meet customers expectations and not based on the number of sales they are able to generate. 

 

You need to also give employees authority to make quick decisions that delight customers. You have to make sure that the structure is flexible enough to support customer based decisions. 

 

You also need to reward teams based on customer satisfaction metrics, not only sales. 

 

#7 10X Technology & Data Use

After you might have come up with a well defined CRM Strategy, you need to use CRM platforms such as HubSpot, Salesforce, Zoho for relationship management. You need to understand that without a clear customer strategy, everything will fall flat.

 

You also need to Apply AI and automation for predictive personalization. Artificial Intelligence will allow you to have a better understanding of your customers. It will also help in improving your branding process as well. 

You also to track customer satisfaction (CSAT), Net Promoter Score (NPS), and churn rate in order to understand at what rate you are gaining or loosing customers. 

 

You also need to leverage on insights to forecast needs and trends.You have to leverage on data. You must be able to analyse the past and compare it with the present in order to predict the future.

 

#8 10X Feedback & Improvement

There is a need for you to make it easy for customers to give feedback. You have to publicize multiple channels where Organisations can provide feedbacks. You need to have about ten of these channels.

You also need to implement a closed-loop system that allows you to communicate with customers and get their customers. You need to collect, analyze, act and follow up on customers. 

 

You need to publicly show customers how their feedback shaped improvements. You have to collate their data, analyse it and tell customers some of the ways that their feedbacks are shaping your decisions. 

Conclusion 

In order to leverage 10X as a customer-centric enterprise:

• You need to beyond service. Make sure you  deliver life-changing experiences.

• You always need to leverage on data, You must apply the element of personalization, and fast response systems to stay ahead of your customers. 

• You also need to build loyalty programs in order to raise exit barrier for your customers. make sure that your customers are empowered to make decisions on behalf of customers.

• You have to understand that you cannot Measure success not just by profit, but by customer love and advocacy.

• A 10X customer-centric enterprise doesn’t chase customers, rather it creates raving fans who chase the brand.