Specific actions that you should take to be more customer-oriented

 

To build a customer-oriented culture, you must understand your customers and their needs. This involves collecting customer data from disparate sources and having a 360-degree view of your customers. You should derive insights from this data and put them into action.

The key components of customer orientation include:

  • Understanding what your customers need.
  • Listening to your customers.
  • Considering customer impact at every interaction point.
  • Giving customers what they consider valuable.
  • Getting sales and customer service to collaborate.

    •  
    We want to discuss how organizations can bring in customer orientation as a part of their culture.

    Listen to our panelists discuss specifically:

  • The fundamentals of customer-orientation.
  • How do you create a culture of customer orientation, and how do you sustain them?
  • What kind of data should you collect to understand what your customers want?
  • How do you act on the insights and feedback that your customers provide? Talk about some life examples.
  • How do you ensure a people-first attitude within your organization toward providing better customer experiences.

    • Meet The Panelist

    Head - Customer Experience at Equitas Small Finance Bank

    Smitha Kumar

  • Smitha is a specialist in customer experience with over 20 years of experience in the BFSI segment.
  • She currently heads customer experience at Equitas Small Finance Bank. Prior to this, she has had stints with Franklin Templeton, Cholamandalam MS General Insurance, Cholamandalam DBS Finance, and GE Money.
  • Smitha is a COPC-certified coordinator. She is a lean sigma black belt certification holder and a ISO internal auditor.

    • Executive Vice President at ClearTouch

    Uthaman Bakthikrishnan

  • I believe in the power of creation - it gives me a real high to grow something from scratch and make it sustainable. Identifying market opportunities, market gaps, and identifying the right talent for execution are some of my key strengths.

    • Date

    01 Mar 2023
    Expired!

    Time

    5:00 pm - 6:00 pm

    Location

    The Bharat Connect
    Chennai
    Uthaman Bakthikrishnan

    Organizer

    Uthaman Bakthikrishnan