Many companies, including Google and Amazon, talk about “engineering cultures.” Yet you only have to walk into their offices and ask engineers what that means to find that they are either stumped or offering a variety of answers.
When it comes to workplace cultures, we can think of them as shared value and belief systems, coupled with common assumptions. Combined, these cultures influence how people behave, how they solve problems, how they program software, and even how they deal with customers or work in teams.
An engineering culture can refer to how engineers and others solve problems, especially through technology solutions. It can also include how you design your technology platforms to meet customer needs and ensure a good user experience.
However, your engineering culture (or any company culture for example) should also be user-centric, meaning your company strives to deliver a great experience both during and after the sale. By optimizing every customer interaction, you can increase your profits and secure competitive advantages. According to McKinsey, customer satisfaction can be increased by 33% through excellent customer service.
So while an engineering culture can improve product development, it doesn’t necessarily translate into improved profits. Instead, companies should strive to be customer-centric. Let’s look at five great tips for building a customer-centric culture.
Building a foundation on empathy
Whether you’re defining the user experience of kuwait country code whatsapp software or establishing policies for handling customer complaints, make empathy the foundation of your work. Put yourself in your customer’s shoes and remember that logic doesn’t always win. By making empathy the foundation of your efforts, you put yourself in a better position to win every customer interaction. Empathy will also help you apply many of the following concepts.
Making customer engagement an ongoing process
To better understand your customers and build empathy, you need to engage them on an ongoing basis. This can start with the sales process. By using live chat and other channels to engage in direct dialogue with your customers, you can learn more about their needs, challenges, and more.
But engagement shouldn’t stop at sales. Following up is essential. Are your customers getting the most out of a product? Could there be a helpful feature they’re overlooking? Or are they struggling with something? By continuing the dialogue after you’ve made the sale, you can improve the customer experience and increase adoption.
