Should startup companies treat customers like VIPs? Answer is Obviously! 

It’s great when companies can put the customer’s wants and needs as top priority. It’s also imperative to meet the expectations of the ever-changing wants of their customers, but exceeding them would be even more outstanding.
Always keep in mind that this isn’t just about offering awesome customer service. It’s also about giving the customers a great experience from the awareness phase through to the after-sales process. Embracing this customer-first culture helps build customer loyalty, and winning customers’ trusts means the longer they will stay with you, and the higher the chance of a repeated business. On the other hand, attracting a new customer costs five times as much as keeping an existing one (Lee Resources 2010).
Nowadays there are many new businesses blooming left and right offering similar products and services. In most cases, however, even in this digital age clear winners win not because of better technologies, but customer service.
A startup can be considered to have customer-first culture when they can recognize that their customers are at the heart of their company. It’s also when you have created awareness within your company internally. This is by evidently providing them facts like the probability of selling to an existing customer is 60%-70%, while the probability of selling to a new prospect is 5%-20% (Marketing Metrics). When everyone in your organization has this mindset, then you are on the road to adopting this culture successfully.
So we know why a customer-first culture is the way to go. Now the question is, how do you start integrating this into your company? Well let’s dig deeper.
Be Their Foe
Talk to your customers and communicate with them on a regular basis. Find out what their likes and dislikes are; treat them like you would a good friend. There’s absolutely nothing wrong with that and not enough businesses are doing that nowadays. Always keep the promises you are making to them and respect their opinions.
Customer Insight
You should always be asking them for feedback, do they like the product/service they have received from your company? If so, what do they like about it? If not, why? What needs to be improved? Do they have any suggestions? From here, you can develop not only a better product/service, but succeed in something that will surpass their expectations.
Cutting Response Time
Remember that customers are extremely impatient in general. When they want something, they want it now. When customers address a particular concern or issue to your company, you have to respond to them in a timely manner. Why? Because this will make them feel valued. Or else, your customers will go running to another competitor.
Happy Employees
A good place to start is creating a culture where your employees are happy and satisfied. You should celebrate each milestone as a team together; the big and the small. If they are doing well, tell them.
You should think about rewarding employees who go the extra mile for your customers. Remember that happy employees equal happy customers. The positive vibes will radiate through your employee’s customer service they provide to your customers.
Customer Rewards
For every company milestone achieved, why not reward your customers. After all, they are the key component in the success of your achievements. Honor them with regular discounts and special offers as a thank you gesture.
Contact Us
Allow easy accessibility for your customers to contact you, whether it is for issues, complaints, feedback and etc. Make sure your company website has an informative section on how customers can reach you. Not only that but inform customers on the ways in how your company can be reachable.
So, how does the customer-first culture look like in practice? Let’s have a look.
Uber arrived in Jakarta a little more than a year ago. For those of you who aren’t familiar with them, it’s basically a mobile application. Instead of using a centralized taxi service or hailing a taxi on the street, it allows the passengers to connect to the drivers directly.
If you have used their services personally, you’ll know that from the second you download the user-friendly smartphone app to the end of your journey, Uber is all customer-first company.
One of my experiences using them in Jakarta stands out; I use Uber on regularly basis, most of the time in the morning to get to the office and one day the driver arrived 30 minutes late, so I emailed their customer service about the incident. My complaint was addressed in a timely manner and they had even given me extra credits.
This had surpassed my expectations. By putting their customers first, it clearly shows why Uber is booming in this city.
Most recently, I’ve even come across another great story by a company called Farm Fresh. They were recently shamed upon in social media due to bad products. However, the CEO handled the issue really well and won the customers back.
Hopefully now you have a deeper understanding on what it takes to create a customer-first culture in your company. Remember the aim is to reduce customer effort and increase customer value to the full potential. Furthermore, incorporate the attributes earlier mentioned to truly become a customer-centric organization. You only have one chance to make a remarkable first impression, so make it a stellar one. Save your time and be more responsive when managing online customer service on email, live chat, twitter, facebook, and SMS. Bornevia unifies all of them in one team inbox. Deliver more responsive customer support now. bennytjiaBenny Tjia is co-founder and CEO of Bornevia, SaaS product for better and more responsive customer support. He was educated and worked in the US. He likes writing about startups, growth, and customer experience. Help customers on email, social media, SMS, and live chat from one place. TRY BORNEVIA FOR FREE
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Join +2,500 subscribers for our weekly top picks on customer relationship and growth advices Subscribe Should startup companies treat customers like VIPs? Answer is Obviously! It’s great when companies can put the customer’s wants and needs as top priority. It’s also imperative to meet the expectations of the ever-changing wants of their customers, but exceeding them would be even more outstanding. Always keep in mind that this isn’t just about offering awesome customer service. It’s also about giving the customers a great experience from the awareness phase through to the after-sales process. Embracing this customer-first culture helps build customer loyalty, and winning customers’ trusts means the longer they will stay with you, and the higher the chance of a repeated business. On the other hand, attracting a new customer costs five times as much as keeping an existing one (Lee Resources 2010). Nowadays there are many new businesses blooming left and right offering similar products and services. In most cases, however, even in this digital age clear winners win not because of better technologies, but customer service.A startup can be considered to have customer-first culture when they can recognize that their customers are at the heart of their company. It’s also when you have created awareness within your company internally. This is by evidently providing them facts like the probability of selling to an existing customer is 60%-70%, while the probability of selling to a new prospect is 5%-20% (Marketing Metrics). When everyone in your organization has this mindset, then you are on the road to adopting this culture successfully. So we know why a customer-first culture is the way to go. Now the question is, how do you start integrating this into your company? Well let’s dig deeper. Be Their FoeTalk to your customers and communicate with them on a regular basis. Find out what their likes and dislikes are; treat them like you would a good friend. There’s absolutely nothing wrong with that and not enough businesses are doing that nowadays. Always keep the promises you are making to them and respect their opinions. Customer InsightYou should always be asking them for feedback, do they like the product/service they have received from your company? If so, what do they like about it? If not, why? What needs to be improved? Do they have any suggestions? From here, you can develop not only a better product/service, but succeed in something that will surpass their expectations. Cutting Response Time Remember that customers are extremely impatient in general. When they want something, they want it now. When customers address a particular concern or issue to your company, you have to respond to them in a timely manner. Why? Because this will make them feel valued. Or else, your customers will go running to another competitor. Happy EmployeesA good place to start is creating a culture where your employees are happy and satisfied. You should celebrate each milestone as a team together; the big and the small. If they are doing well, tell them. You should think about rewarding employees who go the extra mile for your customers. Remember that happy employees equal happy customers. The positive vibes will radiate through your employee’s customer service they provide to your customers. Customer RewardsFor every company milestone achieved, why not reward your customers. After all, they are the key component in the success of your achievements. Honor them with regular discounts and special offers as a thank you gesture.Contact Us Allow easy accessibility for your customers to contact you, whether it is for issues, complaints, feedback and etc. Make sure your company website has an informative section on how customers can reach you. Not only that but inform customers on the ways in how your company can be reachable.So, how does the customer-first culture look like in practice? Let’s have a look.Uber arrived in Jakarta a little more than a year ago. For those of you who aren’t familiar with them, it’s basically a mobile application. Instead of using a centralized taxi service or hailing a taxi on the street, it allows the passengers to connect to the drivers directly.If you have used their services personally, you’ll know that from the second you download the user-friendly smartphone app to the end of your journey, Uber is all customer-first company.One of my experiences using them in Jakarta stands out; I use Uber on regularly basis, most of the time in the morning to get to the office and one day the driver arrived 30 minutes late, so I emailed their customer service about the incident. My complaint was addressed in a timely manner and they had even given me extra credits.This had surpassed my expectations. By putting their customers first, it clearly shows why Uber is booming in this city.Most recently, I’ve even come across another great story by a company called Farm Fresh. They were recently shamed upon in social media due to bad products. However, the CEO handled the issue really well and won the customers back.Hopefully now you have a deeper understanding on what it takes to create a customer-first culture in your company. Remember the aim is to reduce customer effort and increase customer value to the full potential. Furthermore, incorporate the attributes earlier mentioned to truly become a customer-centric organization. You only have one chance to make a remarkable first impression, so make it a stellar one.Benny Tjia is co-founder and CEO of Bornevia, SaaS product for better and more responsive customer support. He was educated and worked in the US. He likes writing about startups, growth, and customer experience.Post navigationRecent Posts