Customer first
strategy

It’s super easy to talk about being a customer first company, but it’s a huge commitment.

Before committing to a customer first approach, first we need to understand what that actually means.

Being a customer first business, means that you’re constantly looking for ways to consistently and proactively deliver a positive customer experience by designing solutions that constantly have your customers in mind.  This means that developing an annual customer first strategy probably isn’t going to cut it.  Your strategy needs to be a constantly evolving document with a solid set of procedures, and it means communicating with your customers constantly to gain feedback so you can implement effective strategies for continuous improvement.

When working with Hudson, we will show you how to build a customer base that has an emotional attachment to your brand, thereby increasing profit and market share.  Research shows that if you do this effectively it will improve your bottom line and will change their future buying habits.

As a one-time strategy isn’t going to cut it, our experienced customer consultants will work with you quarterly to research, review and implement new strategies, ensuring your team are trained on how to effectively implement a customer first strategy across your different audience groups.

What’s included in a Hudson Customer First Strategy?

• Full analysis of your current customer care solutions
• Analysis of your customer service team and set-up
• Defining your customer service vision
• Defining core messaging around customer management
• Researching and speaking with existing customers
• Reviewing pain points that need addressing
• Customer communication recommendations based on your customer personas
• Profit tracking
• Customer service KPIs
• Lifetime customer value tracking
• Brand values mapping
• Continuous improvement planning

Watch out for Customer VLE which will launch in 2024, an online learning course for those who take customer management seriously.  Delivered by our sister business Alpha.