Aerospace Manufacturing: a Rough Guide to Creating Customer-Centric Cultures
Every business has customers, and therefore nearly every business should aim to become more “customer-centric”. Customer-centricity happens when every department in a business is dedicated to improving the customer experience and has the tools to do it. It doesn’t happen overnight.
At Aerospace Manufacturing, we have continually improved the experience for our customers – staying open 12 hours a day, from 8:30AM to 8:30PM; making it easier to send and receive quotes; committing to quote turnaround of 24 Hours or less. We are customer-driven, and you can be too. Here’s a few suggestions that will help bring your customer service goals from the drawing board to reality.
Visualize Ideal Customer
In order to serve your customers better, you need to visualize what your ideal customer looks like. Unfortunately, you won’t be able to satisfy every customer every time. That’s why satisfying customers that are likely to repeat business with you is the goal. What qualities do they most look for in a business like yours? Come up with a list of “Wows” and “Woes” that details what they love as well as their pain points. Only when you have created a fully fleshed out “ideal customer” can you begin meeting their needs.
Many businesses fail to take customers’ viewpoints into account. Rather than being afraid of the truth and the wrath of a dissatisfied customer, make it as easy as possible for customers to send feedback – both good and bad. In the world of customer service, what you don’t know may be hurting you.
Once you’ve received enough customer feedback to understand areas of your business that need improvement, take action in a focused and methodical way. Work on one customer pain point at a time and make sure to set quantifiable goals so you and your team know when you’ve made improvement.
Which brings us to a central aspect of customer-centricity: recognizing successes. There is no endpoint a company can reach, no finish line to becoming customer-driven. It is an ongoing process, and if you do not stop and recognize successes, your employees are likely to become discouraged and overwhelmed. Collect feedback, take action, and recognize (and celebrate!) your successes.
Aerospace Manufacturing’s Superior Customer Service
At AMI, we create world-class aerospace fasteners for industry leaders across the globe. We’ve met the demands of these customers by providing quick quote turnaround times of 24 hours or less, stellar customer service, and extended business hours –12 hours a day, from 8:30AM to 8:30PM.
For more information on Aerospace Manufacturing, please visit our homepage or contact us today. For more product and regulatory news, business ideas and insight from AMI, come back to the Aerospace Manufacturing blog!