What does it take to create a truly customer-focused business in 2020?

By Henry Brown

In 2020, it’s more important than ever to build and maintain a customer-focused business. Making sure your customers are catered for and happy is key to ensuring they come back to you time and time again – and that they recommend you to their friends and family! Let’s take a look at a few things you should be doing to create a truly customer-focused business in 2020.

Personalize your Interactions

Start by personalizing your interactions. Make sure you remember names, faces, and other details. Try to ask questions that indicate you remember the customer. Having software in place can help with this if you interact with customers online. This will make them feel like they matter to you far more than giving them generic responses.

Provide incentives and bonuses 

Give your customers incentives and bonuses to come back to you. Loyalty cards can be a great idea. Don’t just save the best deals and offers for new customers.

Offer numerous ways to pay 

Offering multiple ways to pay will be much better for customers than offering one or even two ways. They will at least need debit, credit, and PayPal – but you could even add options such as Klarna or Amazon Gift card. You can also try these processing services to get an idea of what you can do. Your goal should be to make it as easy as possible.

Ask for advice/feedback and use it

Make sure you value your customer’s opinion enough to ask for their advice and feedback. Once you have gathered this, make sure you use it! You don’t have to cater to every single suggestion, but it would make sense to make changes based on something that has been mentioned multiple times.

Deliver super fast response times 

If your customers have a question, don’t leave them waiting. Make it your goal to deliver super fast response times – whether on the phone, social media, or over email. Train your customer service team and make sure everybody knows how important fast responses are.

Send unexpected gifts

Why not send unexpected gifts to delight your customers? You could send freebies, a free order (by refunding their initial payment), and even a little something around the holidays. Make sure your business remains top of mind by surprising them.

Stay active on social media 

Most people prefer communication on social media, and it’s a great way for your customers to stay up to date with what’s going on in your business. Make sure you have a social media manager.

Don’t forget about your employees

The customer experience starts with the employee experience. Making sure your employees are content in their role and happy with the culture/work environment is key. Focusing on your employees is equally as important as focusing on your customers, so ask them what they need and get started.

Are you ready to make your business more customer focused in 2020? If you’re not sure what to do, feedback is the perfect place to start!


Henry Brown is an online marketing executive. When he isn’t talking shop, he’s roaming the streets of London, uncovering the extra-ordinary in the ordinary.

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