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  • Steps Guide To Building A Customer - Centricity

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    ilham sejati
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    This document outlines 5 steps to building a customer-centric approach for an internal company program. The steps include: 1) defining what customer-centric means; 2) discovering customer values; 3) empowering employees to help customers; 4) designing products with customers in mind; and 5) creating useful content for customers and encouraging dialogue. The overall goal is to prioritize customer satisfaction and understand customer needs more deeply.

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    Steps Guide to building a customer- centricity

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    Steps Guide to building a customer- centricity

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    This document outlines 5 steps to building a customer-centric approach for an internal company program. The steps include: 1) defining what customer-centric means; 2) discovering customer values; 3) empowering employees to help customers; 4) designing products with customers in mind; and 5) creating useful content for customers and encouraging dialogue. The overall goal is to prioritize customer satisfaction and understand customer needs more deeply.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Flag for inappropriate content
    11 views10 pages

    Steps Guide To Building A Customer - Centricity

    Uploaded by

    ilham sejati
    This document outlines 5 steps to building a customer-centric approach for an internal company program. The steps include: 1) defining what customer-centric means; 2) discovering customer values; 3) empowering employees to help customers; 4) designing products with customers in mind; and 5) creating useful content for customers and encouraging dialogue. The overall goal is to prioritize customer satisfaction and understand customer needs more deeply.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
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    of 10

    5 Steps Guide

    to building
    a customer- centricity
    PRIVATE & CONFIDENTAL FOR INTERNAL USE ONLY

    17 – 23 September 2021
    Happy Healthy Hype Program

    PT Indonesia Comnets Plus 2


    What Does Customer- Centric Mean?

    WHAT DOES
    Customer-centric mean ?

    Customer centric adalah konsep pemasaran efektif


    dengan menjadikan kepuasan atas kebutuhan konsumen
    menjadi prioritas utama dalam kegiatan operasional
    perusahaannya sehingga pemahaman memenuhi
    kebutuhan konsumen lebih mendalam.

    PT Indonesia Comnets Plus 3


    Discover What Value that Customers Will Love

    Tentukan apa yang membuat customers


    puas dengan layanan ICON+
    - Customers Internal
    - Customers External

    HOW TO DISCOVER

    1. Brainstorming antar pegawai untuk mengetahui


    kebutuhan pelanggan dan bagaimana meningkatkan
    kepuasan pelanggan internal dan external
    2. Survey kepuasan Pelanggan
    3. Temukan formula dengan menkombinasikan hasil
    brainstorming dengan survey kepuasan pelanggan
    4. Tetapkan hasil formula dan lakukan campaign secara
    terus menerus untuk mendorong pegawai focus pada
    kepuasan pelanggan

    PT Indonesia Comnets Plus 4


    Empower Employees to Help Customers

    Saling mengingatkan agar setiap


    Iconers memiliki orientasi untuk
    melayani pelanggan

    HOW TO
    1. Selalu menciptakan ide baru yang kreatif untuk
    menjawab kebutuhan pelanggan
    2. Mengeksekusi ide untuk meningkatkan kepuasan
    pelanggan
    3. Focus pada pain point Customers

    PT Indonesia Comnets Plus 5


    Design Your Product For End with Customers

    Menciptakan produk yang beorientasi


    kepada kebutuhan dan pain point
    pelanggan

    HOW TO
    1. Kumpulkan ide ide produk dari pelanggan
    2. Ciptakan customers experience yang menarik bagi
    pelanggan
    3. Bangun hubungan emosional antara produk dengan
    pelanggan

    PT Indonesia Comnets Plus 6


    Creat Content that’s Useful to Your Customers

    Pemanfaatan social media dalam


    membantu pemahaman
    customers terkait produk ICON+

    HOW TO
    1. Seluruh Iconers memanfaatkan sosmed pribadi untuk
    promosi terhadap produk ICON+
    2. Content yang dipost dengan visualisasi yang menarik
    dan mudah dipahami customers
    3. Melakukan repost dari content promosi di social media
    ICON+ dan Iconnet

    PT Indonesia Comnets Plus 7


    Encourage Dialogue with Your Customers

    Menjalin komunikasi dua arah dan


    interaktif dengan pelanggan

    HOW TO
    1. Melakukan survey kepuasan pelanggan secara rutin
    2. Menyediakan live chat seluruh social media ICON+ yang
    interaktif

    PT Indonesia Comnets Plus 8


    Quotes

    PT Indonesia Comnets Plus 9


    TERIMA KASIH
    Disclaimer : this presentation only for internal use

    Prepared By : Transformation, Culture & Knowledge Management

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