A strong customer culture is the backbone of any business. Today's episode of The Small Business Show features best-selling author, entrepreneur, TEDx speaker, and global keynote speaker Steven Van Belleghem. His latest book, Diamonds in the Rough: 100+ Concrete Tips for Building a Strong Customer Culture, provides readers with insight into how to build a customer-focused culture.
Important points
1. Belleghem emphasizes that a strong customer culture is essential for any business. This includes prioritizing customer experience and ensuring satisfaction as a means of differentiation.
2. While advances in technology can impact customer expectations, Belleghem emphasizes that technology is not the only shortcut to customer happiness. Instead, he advocates for a customer-centric mindset and culture within the organization.
3. Belleghem advises companies to focus on small, incremental improvements rather than grand strategies. By identifying and addressing many small points of friction in the customer experience, you can achieve significant overall improvements.
Four. In his book, Belleghem offers practical tips for improving customer culture. He encourages readers to regularly implement one or two ideas from each chapter. This approach focuses on actionable steps to achieve tangible results.
Five. Belleghem emphasizes the importance of a positive attitude in business interactions and advises against getting hung up on challenges or negative thoughts. Instead, we suggest injecting gratitude and positivity into your communications to strengthen your relationships with your customers.
“Every organization can become more customer-centric without needing more money or time. It's a matter of mindset and small, impactful changes.” – Stephen Van Bereghem
