Customer Centricity – Why it is important!

Customer Centricity – Why it is important!

If you own a company or hold a leadership position in a service-oriented industry, you have certainly come across the concept of Customer Centricity. That concept has changed the way of doing business and relating to the customer in every industry.


This new way mainly affects what companies see as their operational focus. The product is thus no longer the main focus as companies prioritize the customer, determining the direction of the company and the product in order to fulfill customer needs and wants.  

Consumer-centric companies seek to provide a unique experience to each of their customers throughout the purchase journey. From customer acquisition, to after sales service – every customer is seen as unique and special. 

Customer Centricity also means that the company will define its next steps based on the customer. The launch of a new product, packaging changes, new advertising campaigns, changes in brand positioning – the entire strategy needs to be aligned with the expectations and feedback provided by customers.

Actions to Implement Customer Centricity

By now, you may be asking yourself: “But my company has always thought about the customer”. Customer Centricity is about placing the customer at the core of your strategy, and not just as the ultimate goal for the company’s success.

The quest to anticipate customer needs, in addition to the development of a culture that aims to provide the best experience to everyone who interacts with the company, are some of the main characteristics of consumer-centric companies.

There are some actions, highlighted in a study by Deloitte (please check out the full article in English here), that help companies in the pursuit of Customer Centricity.

Establish a customer-oriented culture starting from the leadership. In this way, inspired by the management, the team tends to accept the concept more naturally.

Understand customers’ profiles based on concrete data. Data-mine your CRM or conduct surveys with your customers. This profiling effort must be 100% led by data, with no room for using imagination or assumptions to build a persona.

Reduce or optimize service processes that cause customer dissatisfaction. Assigning more autonomy to solve problems can be a good alternative in these cases.

Measure the efficiency of the service provided with relevant data and implement continuous improvement plans.

Use customer feedback to implement or improve products and services.

Availability is a Keyword in Customer Centricity

Customers are not very interested in knowing what your service structure is and which channels they can use to reach your business. They just want to grab their favorite one and be able to start a conversation right away. 

This is where Omnichannel Service comes in. The word is a little strange, but the meaning is quite simple: It’s about being present on any channel that might be relevant to your customers.

There will be those who seek help on Twitter, others will post their concerns among the comments of a YouTube video, and the more traditional ones will simply make a phone call. A customer-centric company will be prepared to respond anywhere and with the same efficiency, always demonstrating that the customer is a unique person, with very specific desires and needs to be met.

That is why being customer-centric is not just a concept, but rather the Mission of a Company. And everyone must pursue that Mission. Empathy becomes a key value that cannot be overlooked. Everything must be thought through and seen from the customer’s point of view, so that the best solutions can be developed.

Aktie Now specializes in helping your company make this change, using special tools designed to give your customers the best experience they could ever hope for. Find out more about what we have prepared for you by contacting us!

10 Reasons to Implement a Chatbot in your Business

10 Reasons to Implement a Chatbot in your Business

Check out these 10 reasons for why you should adopt our chatbot in your service structure!

1. Interactive, Humanized Channel

When we talk about a service bot, many people think of something too automated. But natural language processing makes it  possible to understand intentions and subtleties (important texting contexts) to make the conversation much more humanized.

2. Scalability (anytime, anywhere)

Unlike human service, which requires a much larger physical structure to provide scalability, a chatbot system can serve as many people as the server can handle and all at the same time. In addition, chatbots don’t need to take lunch breaks, go to the bathroom or even take time off

3. Process Optimization

The chatbot can bring together several processes that your company offers, and even make them simpler for the customer. Consult balances or debts, request a duplicate, solve small problems with a product – there limitless possibilities for optimization via chatbot.

4. Skills and Service Standardization

It is only natural that your team has people with higher and lower skill levels. Counting on luck to get a better service is certainly not something that pleases your customer. The chatbot will always respond in the same way, without prejudice to the quality and speed of responses.

5. Bots are Capable of Solving from the Basic to the Most Complex Situations

You’d be wrong if you think that chatbots can only help with simple problems. This tool is ready to help with whatever you want – just train the bot and it will do what you ask.

6. Easy Integration

Seamlessly integrating your chatbot into the different company systems is paramount. With access to customer history in CRM, for example, personalization of service becomes better and simpler. Always remember to check out the integration features when implementing the bot platform.

7. Configured According to each Business

Chatbots are not solutions that work the same in every situation. On the contrary – Chatbots are customizable solutions that are tailored for each company in order to solve their specific service problems.

8. Service Speed

As we mentioned before, the use of chatbots brings agility to the service provided. That’s because robots don’t need to think or look in a system for an answer within the script. It will read and process customers’ interactions and in a matter of milliseconds provide an answer. 

9. User Experience Improvement

With so many benefits, the improvement in User Experience is a natural result. When well developed, chatbots bring the solutions that customers expect, which is immediately reflected in the user experience.

10. Always evolving, always improving

Last but not least, we’d like to highlight one of the most important points: the chatbot service is in constant development and thus is constantly improving, bringing in endless growth and innumerous possibilities.

Curious about our chatbot? Schedule a conversation with our experts to get all the answers you may have in order to make the right decision!

Customer Service Consulting: the turnaround your business needs

Customer Service Consulting: the turnaround your business needs

Customer Service Consulting is gaining increasingly more space in the market and becoming essential to any organization. That is happening in a moment when high-quality customer service is no longer a differential: it’s necessary to have a thorough understanding of this area. Customer Service Consulting helps your business to achieve that, ensuring that you can offer your customers valuable experiences throughout their journey. 

An insight into Customer Service

Investment in the Customer Service area grew exponentially in 2020, primarily due to the conditions imposed by the Covid-19 pandemic. According to a study carried out by Neoassist with the support of CS Academy, in 2020 there was a 44% increase in the volume of calls received by customer service departments, followed by a 40% expansion of new support channels such as chat, video chats, messaging channels, telephone lines, among other.

At the same time that the number of interactions between clients and companies grew, this increased demand generated new problems. However, only 30% of the companies surveyed offered some kind of training for their customer service teams, which can represent serious problems for the sector in the short, medium, and long term.

Business adversity is something that great managers are prepared to deal with on a day-to-day basis. In fact, managing teams, systems under update, or even delays is part of their daily routine and must be carefully monitored, especially in the area of Customer Service. After all, this is one of the essential departments in a company. It’s responsible for keeping all customer data, transaction information, interaction history, answers to satisfaction surveys, and FAQs.

Unfortunately, many companies do not prioritize the Customer Service area and its needs, not considering the impact that actions like these can have on results. With that in mind, we’ve listed below the top customer service issues that could be affecting your operation right now to help you identify and address them.

Lack of product and service knowledge

Can you speak knowingly of all the products or services offered by your business? Are you aware of every benefit, functionality, and even value differentiation aspect? Well, that is probably not the case for all customer service team members. When a customer contacts your business, the chances are high that he has already done some research and now wants to learn more from an agent. Thus, if your agents are not aware of a functionality update, benefit, or even values, they cannot convey credibility and the customer will lose confidence in the business.

Not Providing Customized Service

All people are unique, and we all like to feel that way. It is the same when contacting a company: offering personalized service is a key differentiator to stand out among competitors. It’s possible to get closer to the customer through personalization, anticipating their needs, and offering tailored solutions.

Relying on other channels to communicate with customers can also be a great move towards personalized service. For instance, e-mail messages starting with the customer’s name, landing pages, gifts, and interactions on social networks can differentiate your service from competitors and create positive experiences for your clients. 

Not Providing Staff Training

The sales and customer service teams must present a coherent narrative about your business. For that, it’s essential to offer constant training regarding changes in the company, its products, and services. Otherwise, your customers might get lost in conflicting information passed by different teams and agents.

Having Complicated Processes

Customer service teams handle a considerable amount of interactions every day. This process can get slow and bureaucratic when working with many complex processes and tools. As a result, the team will struggle to perform daily tasks, spending precious time to carry out regular activities that could be more simple. To avoid this problem, a few management software are available in the market to streamline routine tasks: from automation to centralizing customer data in a single location.

How can Customer Service Consulting help your business?

By identifying the problems mentioned above and others that are part of your daily processes, Customer Service Consulting will analyze potential errors and failures harming your business and guide decisive measures to correct them and boost your operation.

To achieve that, Customer Service Consulting will analyze all your customer service processes from start to finish. Specialized and purposeful Customer Service Consulting is carried out based on the following factors:

  • Focus on investigating the customer’s current scenario;
  • Data Analysis and the determination of the scenario;
  • Action Plan, through the definition of implementation steps;
  • Execution through the validation of proposed actions.

Benefits of Customer Service Consulting

Identification of weaknesses in the operation

It becomes difficult to identify recurring failures when you’re immersed in a customer service routine. As a result, issues such as lack of data and planning, poor cooperation between the teams, and insufficient investments in marketing, tools, and training are only noticed when the operation reaches a critical situation, causing unacceptable results and losses. To face this challenge, Customer Service Consulting helps you identify the points mentioned above and others that might be harming your business by carrying out a survey of key performance indicators.

Broad View of the Business

Customer service consulting aims not only to look at internal failures but also to have a vision of everything happening in the market. As a result, it brings in external experiences that can contribute to solving complex problems for which your company couldn’t find a solution.

Business Model Renewal

To face the constant changes in the market, you must have digital transformation as an integral part of your business, especially in the Customer Service area. With that in mind, expert consulting helps renew Customer Service by bringing external innovation. Otherwise, your business risks losing market share to its competitors, who constantly seek to be one step ahead. Support tools such as CRM, satisfaction survey, chatbot, Intelligent IVR, cloud storage, and others should be proposed by the consultants to improve the company’s performance.

Business Independence

Contrary to what many think, consulting makes it possible to be totally independent, guiding the business to make decisions that provide the expected result. To achieve that, expert consultants work by observing the daily routine of your customer service process so that the necessary changes can be made at the right time.

Cost Reduction

Reducing costs and maintaining productivity and results is something that several companies strive to achieve. And when there is no proper control, expenses can significantly compromise revenue. That is why Customer Service Consulting helps establish an intelligent cost reduction plan, allowing the departments involved to be optimized and for the company to evolve, investing in the right strategic points that will bring opportunities to the business.

How Aktie Now’s Customer Service Consulting Works

Aktie Now has expertise and experience in Customer Service, developed over 41 thousand hours of projects in seven countries. Our company has a dynamic, transparent, and technological methodology that suits the needs of each business, regardless of their industry and size. We monitor and develop all flows and processes for the success of your customer service, using modern tools to optimize your operation.

By relying on Aktie Now’s consulting services, your business will have the advantage of:

  • Omnichannel platforms
  • Systems integration
  • Customer Self-Service
  • Workforce management solution
  • Customized forms
  • Geographic Freedom. Among others

And these are some of the benefits of Customer Service Consulting for your business:

  • Process improvement
  • Scalability
  • Control of the entire operation
  • Demand management
  • Measurement of customer satisfaction level
  • Professional recognition
  • Implementation of tools capable of facilitating the day-to-day operation; and much more.

Now that you know some of the benefits of our Customer Service Consulting contact our sales team and request an assessment of your operation. Count on Aktie Now to help you out on this journey!

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