“Customer first” businesses need to have a deep understanding and proactive strategy around customer experiences. In a very fundamental sense, the goal of a business has to be much larger and significant than a sale itself. It’s the creation of a positive business relationship that matters. The relationship supersedes the transaction.
What customers think about your brand, how they’re experiencing your products and how they feel about your company; are all factors that determine how well you are creating this value relationship with them. What’s more, a customer-centred culture like this translates into organisational goal unity amongst employees.
It makes it easier to share a “mission” with both customers and members of staff, building relationships that work together as a perfect match. This is how we work at Perkbox, with technology as our steam engine. Salesforce is one of our most important drivers.
Connecting the Dots
As you grow your business, collecting valuable data becomes more and more crucial. Yet alongside this, the data pool increases in size and skyrockets in value as it starts revealing important information around business trends from customers and prospects that help you leverage the relationships you want to build.
People Crave More Than Just a Product, They Want To Feel That the Companies They Do Business With Equally Invests In Them
And this, by default, alerts employees about the fine line that exists between “exciting” and “nerve-racking”; between building fulfilled and united relationships versus something that brings you closer to a nervous breakdown! The truth is, most days growing a business is a combination of both the above, but to minimise the impact, automating can help.
Salesforce is our way of doing this. It automates our business processes allowing us to focus on examining and leveraging the relationships that really matter to us. It’s important that we have a global view which mirrors our global vision, alongside a platform which we can all tap into throughout this journey.
Why do our customers need us in the first place? What are their main priorities? Capturing the responses to these questions is not always easy, we’re all busy people. That’s why we use our customers’ interactions with our business to help surface this information and start meaningful conversations with them faster and more easily.
Salesforce provides us with a 360 degree view of their journey with us that allows us to continue to engage with them on an ongoing basis. It helps us generate content and events that speak directly to them, expand on our product offerings creating further products of value, and helps us anticipate any improvements that can be made to our existing products.
In turn, this helps set our priorities straight as employees inside our organization. What sort of campaigns will resonate best with our customers? What new products should we build that have a true purpose attached to them; that can help us grow on our mission of creating better workplaces?
Adding even more value to our existing customers and building additional relationships with others on top of that is where we want to be. People crave more than just a product, they want to feel that the companies they do business with equally invests in them.
These are just a few of the many ways we aim to strive at Perkbox. Creating positive business relationships that unite our employees and customers alike, help us stay true to our mission even as we grow this rapidly.
You can’t note these down on your balance sheet, but they are, nevertheless, one of the most valuable sources of future wealth for both you and your company.