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hover:text-primaryOceanBlue text-start">Sprinklr Social</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Insights</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Marketing</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div><div class="border-t border-gainsboroGray pt-6"><div class="text-tablet-sm/overline-4-bold desktop-lg:text-desktop-large/label-1-bold uppercase text-mediumGrey mb-[18px]">Self-Serve Offerings</div><div class="flex flex-col gap-y-[18px]"><a href="/products/social-media-management/self-serve/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Social Self‑Serve</span></a><a href="/products/customer-service/self-serve/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Service Self‑Serve</span></a></div></div><div class="border-t border-gainsboroGray pt-6"><div class="flex flex-col gap-y-[18px]"><a href="/products/digital-twin/"><span class="text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex gap-6 items-stretch justify-start text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start ps-6">Sprinklr Digital Twin</span></a></div></div><div class="border-t border-gainsboroGray pt-6"><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Sprinklr Platform</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="h-5 flex-none me-3"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Service</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/customer-service/inbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Inbound Voice</span></div></a><a href="/products/customer-service/outbound-voice/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Voice</span></div></a><a href="/products/customer-service/social-media-channels/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/products/customer-service/livechat/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Live Chat Support</span></div></a><a href="/products/customer-service/community-forum/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Communities</span></div></a><a href="/products/customer-service/conversational-ai/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational AI Platform</span></div></a><a href="/products/customer-service/conversational-ivr/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational IVR</span></div></a><a href="/products/customer-service/knowledge-base/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Knowledge Base Software</span></div></a><a href="/products/customer-service/agent-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified Agent Desktop</span></div></a><a href="/products/customer-service/agent-assist/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Agent Assist</span></div></a><a href="/products/customer-service/omnichannel-routing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Routing</span></div></a><a href="/products/customer-service/quality-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI-Powered Quality Management</span></div></a><a href="/products/customer-service/supervisor-console/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Supervisor Console</span></div></a><a href="/products/customer-service/conversational-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Analytics</span></div></a><a href="/products/customer-service/workforce-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Management</span></div></a><a href="/products/customer-service/analytics-and-reporting/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Reporting and Analytics</span></div></a><a href="/products/customer-service/omnichannel-survey/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Surveys</span></div></a><a href="/products/customer-service/guided-workflow/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Guided Workflows</span></div></a><a href="/products/customer-service/service-command-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Service Command Center</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 50 45" class="h-5 flex-none me-3"><g clip-path="url(#social_svg__a)"><path d="M18.83 2.901C8.436 2.901 0 11.354 0 21.788c0 10.435 8.435 18.869 18.83 18.869 10.397 0 18.832-8.452 18.832-18.869S29.227 2.901 18.83 2.901Zm0 7.263c2.609 0 4.713 2.127 4.713 4.722 0 2.595-2.122 4.721-4.712 4.721s-4.712-2.126-4.712-4.721 2.122-4.722 4.712-4.722Zm0 23.23a12.747 12.747 0 0 1-9.082-3.785l1.511-3.514c1.349-2.83 4.227-4.794 7.554-4.794a8.361 8.361 0 0 1 7.554 4.794l1.51 3.514c-2.32 2.325-5.52 3.785-9.064 3.785h.018ZM42.556 45c2.98 0 5.396-2.42 5.396-5.406a5.401 5.401 0 0 0-5.396-5.407 5.401 5.401 0 0 0-5.396 5.407 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m41.036 38.498.021-.029c.42-.568.3-1.37-.268-1.79l-7.998-5.923a1.275 1.275 0 0 0-1.786.268l-.021.03c-.42.568-.3 1.369.268 1.789l7.998 5.924c.567.42 1.367.3 1.786-.269ZM44.607 10.813c2.98 0 5.395-2.42 5.395-5.407A5.401 5.401 0 0 0 44.607 0a5.401 5.401 0 0 0-5.396 5.406 5.401 5.401 0 0 0 5.396 5.407Z"></path><path d="m43.061 6.449-.02-.03a1.275 1.275 0 0 0-1.768-.367l-8.311 5.475a1.281 1.281 0 0 0-.366 1.772l.02.03c.387.59 1.18.755 1.768.366l8.312-5.474c.589-.388.753-1.182.365-1.772Z"></path></g><defs><clipPath id="social_svg__a"><path fill="#fff" d="M0 0h50v45H0z"></path></clipPath></defs></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Social</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/social-media-management/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/social-media-management/social-media-publishing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Publishing and Engagement</span></div></a><a href="/products/social-media-management/employee-advocacy-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Employee Advocacy</span></div></a><a href="/products/social-media-management/distributed-marketing-platform/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Marketing for Distributed Teams</span></div></a></div><div class="h-full border-t border-gainsboroGray pt-6 mt-6"><p class="text-mediumGrey text-desktop-large/overline-4-bold uppercase mb-[18px]">Works Best With</p><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/products/customer-service/social-media-channels/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Social Customer Service</span></div></a></div></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 53 40" class="h-5 flex-none me-3"><path d="m36.974 25.509 13.613 8.296a3 3 0 0 1 .98 4.13l-.396.638c-.867 1.408-2.734 1.84-4.148.976l-13.5-8.24"></path><path d="M19.74 0C8.843 0 0 8.803 0 19.653c0 10.85 8.843 19.653 19.74 19.653 10.898 0 19.74-8.804 19.74-19.653C39.48 8.803 30.639 0 19.74 0Zm0 7.565c2.734 0 4.94 2.214 4.94 4.917S22.455 17.4 19.74 17.4c-2.715 0-4.94-2.215-4.94-4.918 0-2.703 2.225-4.917 4.94-4.917Zm0 24.195c-3.714 0-7.089-1.502-9.521-3.942l1.584-3.66c1.414-2.947 4.43-4.993 7.918-4.993a8.77 8.77 0 0 1 7.92 4.993l1.583 3.66c-2.432 2.421-5.788 3.942-9.503 3.942h.02Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Insights</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/consumer-intelligence/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/consumer-intelligence/social-listening/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Listening</span></div></a><a href="/products/consumer-intelligence/competitive-benchmarking/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Competitive Insights and Benchmarking</span></div></a><a href="/products/consumer-intelligence/product-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Product Insights</span></div></a><a href="/products/consumer-intelligence/location-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Location Insights</span></div></a><a href="/products/consumer-intelligence/visual-insights/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Visual Insights</span></div></a><a href="/products/consumer-intelligence/media-monitoring/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Media Monitoring and Analytics</span></div></a><a href="/products/consumer-intelligence/surveys/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Surveys</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 42 43" class="h-5 flex-none me-3"><path d="M20.514 0H4.975C2.232 0 0 2.222 0 4.953v33.772c0 1.832 1.022 3.41 2.505 4.275l1.976-4.563a9.16 9.16 0 0 1 16.528 0L22.985 43c1.482-.848 2.505-2.443 2.505-4.275V4.953C25.49 2.223 23.258 0 20.514 0Zm-7.77 31.398c-2.845 0-5.162-2.307-5.162-5.14 0-2.833 2.317-5.14 5.163-5.14 2.845 0 5.162 2.307 5.162 5.14 0 2.833-2.317 5.14-5.162 5.14ZM31.352 12.74h-.528c-1.27 0-2.3 1.024-2.3 2.29v12.23c0 1.264 1.03 2.29 2.3 2.29h.528c1.27 0 2.3-1.026 2.3-2.29V15.03c0-1.265-1.03-2.29-2.3-2.29ZM39.7 6.378h-.529c-1.27 0-2.3 1.025-2.3 2.29V33.62c0 1.264 1.03 2.29 2.3 2.29h.529c1.27 0 2.3-1.026 2.3-2.29V8.668c0-1.265-1.03-2.29-2.3-2.29Z"></path></svg><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Sprinklr Marketing</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/marketing-and-advertising/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/marketing-and-advertising/content-marketing/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Marketing and Campaign Planning</span></div></a><a href="/products/marketing-and-advertising/social-advertising/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Advertising</span></div></a><a href="/products/marketing-and-advertising/marketing-analytics/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Marketing Analytics</span></div></a><a href="/products/marketing-and-advertising/ad-comment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Ad Comment Moderation</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 absolute inset-0"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Platform</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/products/platform/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/products/platform/ai/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI</span></div></a><a href="/products/platform/ai-plus/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr AI+</span></div></a><a href="/products/platform/ai-studio/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Studio</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security</span></div></a><a href="/products/platform/integrations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Integrations</span></div></a><a href="/products/platform/sprinklr-sandbox/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sandbox</span></div></a><a href="/products/platform/display/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Display</span></div></a><a href="/products/platform/presentations/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Presentations</span></div></a><a href="/products/platform/active-data-retention/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Active Data Retention</span></div></a><a data-link-type="external" href="https://developer.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">API</span></div></a></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="MULTI_LEVEL_INFO_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Solutions">Solutions</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="bg-white grid auto-cols-auto grid-flow-col auto-rows-min"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Industry</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">By Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class=""><div class="grid auto-rows-auto auto-cols-full h-full"><div class="min-w-[274px] desktop-lg:min-w-[268px] max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto header-scrollbar p-8"><div class="grid auto-rows-max gap-y-4"><a href="/industries/cpg/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CPG</span></div></a><a href="/industries/financial-services/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Financial Services</span></div></a><a href="/industries/government/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Government</span></div></a><a href="/industries/retail/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Retail</span></div></a><a href="/industries/technology/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Technology</span></div></a><a href="/industries/telecom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Telecommunications</span></div></a><a href="/industries/travel-hospitality/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Travel & Hospitality</span></div></a></div></div></div></div><div class="hidden"><div class="w-[274px] border-r border-menuBorder shrink-0"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Marketing Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Customer Service Teams</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Marketing Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/marketing/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/marketing/crisis-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Crisis Management</span></div></a><a href="/teams/marketing/campaign-content-lifecycle-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Content Lifecycle Management</span></div></a><a href="/teams/marketing/social-media-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Media Management</span></div></a><a href="/teams/marketing/compliant-digital-selling/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Compliant Digital Selling</span></div></a><a href="/teams/marketing/franchise-digital-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Franchise Digital Management</span></div></a><a href="/teams/marketing/executive-reputation-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Executive Reputation Management</span></div></a><a href="/teams/marketing/industry-insights-competitive-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Industry Insights and Competitive Intelligence</span></div></a><a href="/teams/marketing/creative-insights-production-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Creative Insights and Production Optimization</span></div></a></div></div></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="relative min-w-[274px] desktop-lg:min-w-[268px] h-full"><div class="h-full flex flex-col p-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)]"><div class="max-desktop-sm:pt-8"><p class="flex items-center"><span class="inline text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-2-bold text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Customer Service Teams</span></p><div class="h-1 rounded-full bg-refreshSkylineBottom mb-8 tablet-sm:mb-10 desktop-sm:mb-6 mt-4 tablet-sm:mt-6 desktop-sm:mt-5 desktop-lg:mt-4"></div></div><div class="flex flex-col py-[1px] overflow-y-auto overflow-x-hidden header-scrollbar flex-1 pe-[1px]"><div class="grid auto-rows-max gap-y-4"><a href="/teams/customer-service/"><p class="whitespace-pre-line text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/body-3-bold desktop-sm:text-tablet-sm/body-4-bold desktop-lg:text-desktop-large/body-3-bold hover:text-primaryOceanBlue max-tablet-sm:pb-4 max-tablet-sm:border-gainsboroGray max-tablet-sm:border-b">Overview</p></a><a href="/teams/customer-service/omnichannel-contact-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Omnichannel Contact Center</span></div></a><a href="/teams/customer-service/customer-self-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Self-Service</span></div></a><a href="/teams/customer-service/digital-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Digital Customer Service</span></div></a><a href="/teams/customer-service/outbound-campaign-management/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Outbound Campaign Management</span></div></a><a href="/teams/customer-service/workforce-engagement-and-optimization/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Workforce Engagement Management</span></div></a><a href="/teams/customer-service/contact-center-intelligence/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Contact Center Intelligence</span></div></a><a href="/teams/customer-service/social-customer-service/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Social Customer Service</span></div></a><a href="/teams/customer-service/conversational-commerce/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Conversational Commerce</span></div></a><a href="/teams/customer-service/proactive-digital-engagement/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Proactive Digital Engagement</span></div></a></div></div></div></div></div></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINK"><a href="/unified-cxm/"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Unified-CXM">Unified-CXM</span></div></a></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Customers">Customers</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/stories/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Customer Stories</span></div></a><a href="/sprinklr-champion/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Champions</span></div></a><a data-link-type="external" href="https://community.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sprinklr Community</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Company">Company</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/our-story/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Our Story</span></div></a><a href="/leadership/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Leadership</span></div></a><a href="/newsroom/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Newsroom</span></div></a><a href="/partners/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Partners</span></div></a><a href="/careers/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Careers</span></div></a><a data-link-type="external" href="https://investors.sprinklr.com/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Investor Relations</span></div></a><a href="/trust/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Security & Data Privacy</span></div></a><a href="/sustainability/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Sustainability</span></div></a></div></div></div></div></div></div></li><li class="flex items-center" data-menu-item-type="LINKS_HIGHLIGHTS"><div class="h-full"><button class="block relative h-full" aria-expanded="false"><div class="flex items-center gap-2 desktop-lg:gap-2.5 w-max"><span class="block uppercase py-0 desktop-sm:text-tablet-sm/overline-4 desktop-lg:text-desktop-large/overline-4 text-primarySpaceGrey hover:text-primaryOceanBlue" data-text="Resources">Resources</span><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="h-[14px] fill-primarySpaceGrey"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute bg-white shadow-lg overflow-y-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] -translate-x-2.5 translate-y-[17px] desktop-lg:translate-y-[21px] transition-opacity opacity-0 duration-200 pointer-events-none"><div class="h-full"><div class="h-full w-full bg-white flex overflow-y-hidden"><div class="border-r border-menuBorder shrink-0 w-[252px]"><div class="flex flex-col gap-6 max-h-[calc(100vh_-_var(--header-height)_-_20px)] overflow-auto p-6 header-scrollbar"><div class=""><div class="flex flex-col gap-y-[18px]"><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full bg-primarySkyBlue"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Learn</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Services</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button><button class="items-center text-center ring-offset-background transition-colors focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-ring focus-visible:ring-offset-2 disabled:pointer-events-none disabled:opacity-50 cursor-pointer rounded-none flex justify-between"><div class="flex gap-6 items-center h-full"><div class="w-1 h-7 rounded-full"></div><span class="text-tablet-sm/overline-3 uppercase text-black hover:text-primaryOceanBlue text-start">Support</span></div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="-rotate-90 h-3.5 shrink-0"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></button></div></div></div></div><div class="grid auto-rows-auto auto-cols-full h-full"><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-100 z-10"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden max-h-[calc(100vh_-_var(--header-height)_-_20px)] p-6"><div class="grid auto-rows-max gap-y-4"><a href="/sprinklr-social-roi-estimator/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Social ROI Estimator</span></div></a><a href="/ai-maturity-assessment/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">AI Maturity Assessment</span></div></a><a href="/cx-wise/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">CX-WISE</span></div></a><a href="/analyst-reports/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Analyst Reports</span></div></a><a href="/demo-center/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Sprinklr Demo Center</span></div></a><a href="/resources/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">eBooks & Reports</span></div></a><a href="/events/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Events & Webinars</span></div></a><a href="/blog/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Blog</span></div></a><a href="/cxm/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue w-full max-tablet-sm:border-b max-tablet-sm:py-3.5 border-gainsboroGray">Unified-CXM Guide</span></div></a><a href="/forbes-influential-cmos-2024/"><div class="group"><span class="block text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-4 group-hover:text-primaryOceanBlue max-tablet-sm:pt-3.5">Forbes Influential CMO 2024</span></div></a></div></div></div><div class="col-start-1 col-span-1 row-start-1 row-span-1 h-full transition-opacity duration-200 opacity-0 pointer-events-none"><div class="w-[274px] desktop-lg:w-[268px] header-scrollbar overflow-y-auto overflow-x-hidden 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type="application/ld+json">{"@context":"https://schema.org","@type":"Article","mainEntityOfPage":{"@type":"WebPage","@id":"https://www.sprinklr.com/blog/customer-orientation/"},"headline":"Customer Orientation: An 8-Step Guide (+ Examples)","description":"Customer orientation is aligning your business to meet customer needs and requirements. Explore an eight-step implementation guide with tips and examples.","author":[{"@type":"Person","name":"Bhavya Aggarwal","url":"https://www.sprinklr.com/blog/author/bhavya-aggarwal/"},{"@type":"Person","name":"Jayadeep Subhashis","url":"https://www.sprinklr.com/blog/author/jayadeep-subhashis/"}],"publisher":{"@type":"Organization","name":"Sprinklr","logo":{"@type":"ImageObject","url":"https://www.sprinklr.com/icons/icon-512x512.png"}},"datePublished":"2024-08-09"}</script><section data-widget-name="widgetBlogPostHero" id="4RNNqWut4OsGGvKfQbjML6"><div class="relative overflow-clip"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="flex max-tablet-sm:hidden mx-auto justify-between py-6 desktop-lg:py-8 items-center"><div class="desktop-lg:max-w-[720px]"><div class="flex flex-row gap-2 items-center desktop-sm:gap-3 mb-4"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 47 34" class="fill-ceruleanBlue h-6 desktop-sm:h-8 w-auto"><g clip-path="url(#service_svg__a)"><path d="M23.512 6.123C15.999-3.201-1.1.196.064 15.229c.593 7.724 6.582 14.282 12.359 18.865l2.116-4.78c.799-1.57 2.058-2.895 3.63-3.823a10.361 10.361 0 0 1 5.258-1.42c1.86 0 3.684.492 5.257 1.42 1.573.928 2.832 2.253 3.63 3.823l2.117 4.78c5.777-4.583 11.766-11.141 12.358-18.865C48.123.177 31.045-3.2 23.512 6.123Zm0 16.099a5.83 5.83 0 0 1-3.08-.872 5.27 5.27 0 0 1-2.043-2.323 4.856 4.856 0 0 1-.315-2.99 5.08 5.08 0 0 1 1.517-2.65 5.677 5.677 0 0 1 2.839-1.417 5.912 5.912 0 0 1 3.203.295 5.48 5.48 0 0 1 2.488 1.906c.61.851.935 1.852.935 2.876 0 1.372-.584 2.688-1.624 3.66-1.04.97-2.45 1.515-3.92 1.515Z"></path></g><defs><clipPath id="service_svg__a"><path fill="#fff" d="M0 0h47v33.167H0z"></path></clipPath></defs></svg><div class="text-mobile/heading-5">Sprinklr Service</div></div><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-sm:text-tablet-sm/heading-3 desktop-lg:text-desktop-large/heading-3">The next generation of CCaaS is here</p><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-slateGray text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 mt-2 desktop-sm:mt-2.5"><p>Digital-first customer service, enterprise-scale voice support. Redefine customer service with an AI-powered platform that unifies voice, digital and social channels. Power channel-less interactions and seamless resolution no matter the channel of contact.</p></div><a href="/demo-care/"><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>Request Demo</span></div></a><div class="mt-8 flex flex-wrap gap-4"><img alt="Prada" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=256&q=50 1x, //images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50 2x" src="//images.ctfassets.net/ukazlt65o6hl/179nEzl1z28RdrtUES6IHZ/febf06fedace54ff69bef9f2fc3f7d8c/Prada.svg?w=640&q=50"/><img alt="Honda" loading="lazy" width="200" height="200" decoding="async" data-nimg="1" class="h-5 w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" 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w-16 desktop-sm:h-6 desktop-sm:w-20" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1NRUOQPsTTGb5NqtOO2IXF/e02a0be5c6fdc58b234e642b078e1c96/Norse.svg?w=256&q=50 1x, //images.ctfassets.net/ukazlt65o6hl/1NRUOQPsTTGb5NqtOO2IXF/e02a0be5c6fdc58b234e642b078e1c96/Norse.svg?w=640&q=50 2x" src="//images.ctfassets.net/ukazlt65o6hl/1NRUOQPsTTGb5NqtOO2IXF/e02a0be5c6fdc58b234e642b078e1c96/Norse.svg?w=640&q=50"/></div></div><img alt="Sprinklr Service Hero" loading="lazy" width="3840" height="2466" decoding="async" data-nimg="1" class="desktop-lg:place-self-end flex-shrink-0 h-[284px] desktop-sm:h-[312px] desktop-lg:h-[336px] w-auto ms-8 desktop-sm:ms-5 desktop-lg:ms-10 block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/1kXW3AlCjUGWMUlY6MU3z5/80759327c19d50fbb47da9270b29e71b/Unified_Agent_Desktop__2___1_.webp?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/1kXW3AlCjUGWMUlY6MU3z5/80759327c19d50fbb47da9270b29e71b/Unified_Agent_Desktop__2___1_.webp?w=3840&q=50&fm=webp"/></div></div><div class="absolute bottom-0 w-full h-full translate-y-14 -z-40"><div class="absolute aspect-[1.8] rounded-full bg-primarySunOrange bottom-0 left-[-5%] w-[30%] blur-[80px] desktop-sm:aspect-[4] desktop-sm:w-[30%] desktop-sm:blur-[120px]"></div><div class="absolute aspect-[1.8] rounded-full bg-primaryEarthGreen blur-[80px] bottom-0 left-[25%] w-1/2 desktop-sm:aspect-[5] desktop-sm:w-[50%] desktop-sm:blur-[120px]"></div><div class="absolute aspect-[1.8] rounded-full bg-primarySkyBlue blur-[80px] bottom-0 right-0 w-1/2 desktop-sm:aspect-[5] desktop-sm:left-[70%] desktop-sm:w-[60%] desktop-sm:blur-[120px]"></div></div></div></section><section data-widget-name="widgetBlogPostContent" id="1Cx1O1PStXfj7I1zEgeNFS"><div><div class="sticky top-[--header-height] z-10" style="--header-height:0px"><div class="w-full 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desktop-lg:text-desktop-large/overline-3" href="/blog/category/customer-stories/">Customer Stories</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/announcements/">Announcements</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/culture-talent/">Culture & Talent</a><a class="block text-lightGrey hover:text-primaryOceanBlue transition-colors uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3" href="/blog/category/ai/">AI</a></div></div></div><div class="max-desktop-sm:hidden -me-6 flex "><div class="relative"><button><div class="px-6 py-3 tablet-sm:py-5 flex"><div class="whitespace-nowrap text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Guides</div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" class="w-3 ms-3 fill-white transition-transform"><path fill-rule="evenodd" d="M11.68 4.084 7.277 8.247 2.85 4.11l-1.1 1.087L7.251 10.5l5.582-5.277-1.154-1.14Z" clip-rule="evenodd"></path></svg></div></button><div class="absolute top-full left-0 w-max rounded-none flex-col gap-y-4 bg-spaceGrey/600 border-none max-tablet-sm:w-[180px] px-6 py-3 tablet-sm:py-5 desktop-sm:py-6 hidden"><a href="/cxm/topics/?sort=newest&category=service" class=""><div class="flex flex-col group"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Service</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Read guides on streamlining customer service and support.</div></div></a><a href="/cxm/topics/?sort=newest&category=marketing" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Marketing</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Learn tactics for audience engagement and brand visibility.</div></div></a><a href="/cxm/topics/?sort=newest&category=social" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Social</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Find insights on how to utilize social media for growth.</div></div></a><a href="/cxm/topics/?sort=newest&category=insights" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Insights</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Learn to analyze data for strategic consumer insights and research.</div></div></a><a href="/cxm/topics/?sort=newest&category=cxm" class=""><div class="flex flex-col group before:w-full before:h-[1px] before:bg-cometBlack before:mb-4"><div class="text-primarySkyBlue uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-4 group-hover:text-primarySkyBlue/90">Experience</div><div class="mt-2 text-lightGrey text-tablet-sm/body-4">Explore how to enhance the customer experience journey.</div></div></a></div></div><div class="relative"><button><div class="px-6 py-3 tablet-sm:py-5 flex"><div class="whitespace-nowrap text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-3">Glossary</div><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 14 14" 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-z-10"></div></div><div data-el="ref"><div class="w-full max-w-[312px] tablet-sm:max-w-[688px] desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] mx-auto"><div class="w-full pt-8 tablet-sm:pt-16 desktop-sm:pt-14 desktop-lg:pt-16 pb-16 tablet-sm:pb-[108px] desktop-sm:pb-[140px] desktop-lg:pb-[180px]"><div class="w-full flex max-desktop-sm:flex-col gap-y-8 tablet-sm:gap-y-12 gap-x-[116px] desktop-lg:gap-x-[168px]"><div class="desktop-sm:pb-14 desktop-sm:max-w-[548px] desktop-lg:max-w-[724px] desktop-lg:pb-12 desktop-sm:border-lightGrey desktop-sm:border-b-2"><span class="inline-block py-2 px-5 rounded-full bg-strawYellow-300 uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-1 desktop-lg:text-desktop-large/label-1 mb-4 tablet-sm:mb-6">Customer Service</span><h1 class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-2 desktop-sm:text-tablet-sm/heading-1 desktop-lg:text-desktop-large/heading-2">Customer Orientation: An 8-Step Guide (+ Examples)</h1><div class="text-cometBlack uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-2 desktop-lg:text-desktop-large/overline-2 mt-3 tablet-sm:mt-6 desktop-sm:mt-8">August 9, 2024 • 13 MIN READ</div></div><div class="flex-none w-full desktop-sm:w-[268px] desktop-lg:w-[344px] text-cometBlack pb-10 tablet-sm:pb-12 desktop-sm:pb-8 desktop-lg:pt-14 desktop-lg:pb-7 border-lightGrey border-b-2"><div class="text-mobile-sm/label-2 tablet-sm:text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase">Authors</div><div class="flex flex-col tablet-sm:max-desktop-sm:flex-row gap-y-4 gap-x-4 mt-2.5 tablet-sm:mt-6"><a class="block flex-1" href="/blog/author/bhavya-aggarwal/"><div class="flex items-center gap-x-4 group"><img alt="Bhavya Aggarwal" loading="lazy" width="1024" height="1024" decoding="async" data-nimg="1" class="flex-none aspect-square rounded-full w-14 object-cover" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/4Sc9cBvaLF4qa0umYJFQZM/5d2b1d9943ea2093982d3799de52741c/Bhavya_Aggrawal.jpeg?w=1080&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/4Sc9cBvaLF4qa0umYJFQZM/5d2b1d9943ea2093982d3799de52741c/Bhavya_Aggrawal.jpeg?w=2048&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/4Sc9cBvaLF4qa0umYJFQZM/5d2b1d9943ea2093982d3799de52741c/Bhavya_Aggrawal.jpeg?w=2048&q=50&fm=webp"/><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Bhavya Aggarwal</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3"></div></div></div></a><a class="block flex-1" href="/blog/author/jayadeep-subhashis/"><div class="flex items-center gap-x-4 group"><img alt="Jayadeep Subhashis" loading="lazy" width="1737" height="1737" decoding="async" data-nimg="1" class="flex-none aspect-square rounded-full w-14 object-cover" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png?w=1920&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png?w=3840&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png?w=3840&q=50&fm=webp"/><div><div class="text-primaryOceanBlue text-mobile-sm/body-2-bold tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Jayadeep Subhashis</div><div class="mt-0.5 tablet-sm:mt-1 text-primarySpaceGrey text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3">Senior Content Specialist</div></div></div></a></div></div></div><div class="flex gap-[116px] desktop-lg:gap-[168px] mt-10 tablet-sm:mt-8 desktop-sm:mt-12"><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4 text-primarySpaceGrey text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 prose-headings:mb-4 prose-headings:mt-8 tablet-sm:prose-headings:mt-10 prose-img:mt-8 tablet-sm:prose-img:mt-10 prose-a:underline prose-h2:text-mobile-sm/heading-5 tablet-sm:prose-h2:text-tablet-sm/heading-5 desktop-sm:prose-h2:text-tablet-sm/heading-2 desktop-lg:prose-h2:text-desktop-large/heading-4 prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-3 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto"><p>Ever feel like getting stuck in customer service purgatory, like Tom Hanks in 'The Terminal'? Endless hold music, automated messages that don't understand your issue – it's enough to make anyone scream, 'I LOST A FLIGHT!' </p><p>In the Steven Spielberg directorial, the airport authority's lack of customer orientation turned a simple travel delay into an unforgettable story (and a movie!). This highlights the importance of prioritizing customer needs. </p><p>Today, almost every business claims to be "customer-first." However, the true differentiator lies in a genuine customer orientation mindset that permeates every interaction throughout the <a href="/cxm/customer-journey/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer journey</u></a>. </p><p>So, how do you make your business truly customer-oriented? While it's not rocket science, it does require dedication and a commitment to continuous improvement. Don't worry, we've got your back! </p><p>In this blog, we'll unpack the essence of customer orientation, explore actionable steps to achieve it and share some pro tips to keep your customer-centricity initiatives solid. Let's roll up our sleeves and dive in!</p><div class="p-0.5 rounded-[8px] bg-refreshSkylineBottom mt-8 tablet-sm:mt-10"><div class="bg-white w-full h-full rounded-[6px] p-6"><div class="inline-flex items-center mb-6"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 22 24" class="inline h-6 me-2.5"><path fill="#000" d="M20.778 24H1.222A1.211 1.211 0 0 1 0 22.8V1.2C0 .537.547 0 1.222 0h19.556C21.453 0 22 .537 22 1.2v21.6c0 .663-.547 1.2-1.222 1.2ZM6.11 6v2.4h9.778V6H6.11Zm0 4.8v2.4h9.778v-2.4H6.11Zm0 4.8V18h6.111v-2.4h-6.11Z"></path></svg><span class="text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-5">Table of Contents</span></div><ul class="not-prose ms-6 [list-style:initial] [&>li:first-of-type]:mt-0 [&>li:last-of-type]:mb-0"><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-0">What is customer orientation </a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-1">How to implement customer orientation</a></li><li class="list-disc text-primaryOceanBlue text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-2 desktop-lg:text-desktop-large/body-2 my-4"><a class="hover:underline" href="#toc-2">Achieving customer orientation with Sprinklr</a></li></ul></div></div><h2><span id="toc-0" class="relative -top-[200px]"></span>What is customer orientation </h2><p>Customer orientation is aligning your business to meet customer needs and requirements. It started as a reaction to modern consumer psychology, where experiences outweigh products.</p><p>Here's a breakdown of what customer orientation means:</p><ul><li class="m-0 p-0"><strong class="font-bold">Understanding your customers:</strong> This involves <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-feedback-management/"><u>managing customer feedback,</u></a> analyzing customer behavior and identifying their pain points.</li><li class="m-0 p-0"><strong class="font-bold">Meeting their needs:</strong> By understanding your customers, you can tailor your products, services and communication to directly address their needs.</li><li class="m-0 p-0"><strong class="font-bold">Building relationships:</strong> It's not just about the sale. Customer orientation fosters long-term relationships with your customers through trust and positive experiences.</li><li class="m-0 p-0"><strong class="font-bold">Exceeding expectations:</strong> Going the extra mile to surprise and delight your customers can create loyal <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/brand-advocates/"><u>brand advocates</u></a>. </li></ul><h3>Difference between customer-centricity and customer orientation</h3><p>The terms <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-centricity/"><u>customer-centricity</u></a> and customer orientation are often used interchangeably, but they are not the same: </p><ul><li class="m-0 p-0"><strong class="font-bold">Customer-centricity</strong> is a business approach that builds long-term customer relationships by integrating their feedback and enhancing their overall experience. It aims to create a company-wide culture that prioritizes the customer in every aspect of the business.</li><li class="m-0 p-0"><strong class="font-bold">Customer orientation</strong> focuses on meeting immediate customer needs through specific interactions and process-driven adjustments. It aims to ensure customer satisfaction at each touchpoint, often through tactical and practical methods. </li></ul><div class="w-full max-tablet-sm:overflow-x-auto"><table class="max-tablet-sm:mb-4 overflow-hidden border-separate border-spacing-0"><tbody class="[&>*:first-child>*:first-child]:rounded-tl-[8px] [&>*:first-child>*:last-child]:rounded-tr-[8px] [&>*:last-child>*:first-child]:rounded-bl-[8px] [&>*:last-child>*:last-child]:rounded-br-[8px] [&>*:first-child>*]:border-t"><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Aspect</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Customer centricity</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Customer orientation</strong> </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Focus</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Focuses on long-term relationship building, such as creating loyalty programs to retain customers for years </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Meets immediate customer needs, like offering quick problem resolution and responsive support </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Approach</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Offers a holistic view; integrates customer feedback through <a href="/cxm/customer-survey/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer surveys</u></a> and direct feedback to shape overall strategy </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Is tactical; focuses on specific interactions like personalized emails and targeted promotions. </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Goal</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Enhances overall customer experience by consistently improving products and services based on feedback </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Ensures <a href="/cxm/customer-satisfaction/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer satisfaction</u></a> at each touchpoint, such as during purchase, support and follow-up </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Strategy</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Aims for a company-wide culture shift, such as Apple's focus on user-friendly design and innovation </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Focuses on process-driven adjustments, like Amazon's use of real-time data to improve shipping and delivery. </p></td></tr><tr><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p><strong class="font-bold">Example</strong> </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Implementing a loyalty program, such as Starbucks Rewards, which increases customer retention and sales </p></td><td class="p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4"><p>Providing a self-service guide, like the one on Microsoft's website, which helps users solve issues quickly and reduces support calls </p></td></tr></tbody></table></div><p> <strong class="font-bold">🔍 Related Reading: </strong><a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-centric-strategy/">7 steps to develop a customer-centric strategy</a> </p><h3>Benefits of customer orientation </h3><p>Now that we've unpacked the core principles of customer orientation, let's explore the tangible benefits it offers your business.</p><ul><li class="m-0 p-0"><strong class="font-bold">Enhanced customer satisfaction</strong></li></ul><p>One of the most direct benefits of customer orientation is enhanced customer satisfaction. You focus on exceeding their expectations by consistently addressing customer needs and personalizing their experiences. </p><p><strong class="font-bold">Zappos</strong>, for example, offers exceptional <a href="/cxm/what-is-customer-service/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer service</u></a> by allowing returns up to a year after purchase. Satisfied customers are more likely to leave positive reviews, recommend your brand and remain loyal.</p><ul><li class="m-0 p-0"><strong class="font-bold">Improved brand reputation</strong> </li></ul><p>A strong customer-orientation mindset directly impacts your brand reputation. When customers feel heard, valued and well-supported, they're more likely to share positive experiences with friends and family. This positive word-of-mouth marketing boosts your <a href="/cxm/brand-reputation-management/" class="font-semibold text-primaryOceanBlue hover:underline"><u>brand reputation management</u></a> initiatives and strengthens your credibility in the marketplace. </p><p>Additionally, prioritizing user-friendly design and superior customer service, like Apple, fosters brand loyalty and empowers customers to become vocal advocates. Research also suggests that <a data-link-type="external" href="https://www.gartner.com/en/digital-markets/insights/brand-reputation-management" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow"><u>64%</u></a> of buyers who feel a strong connection with a brand are ready to pay a premium price for its products and services.</p><ul><li class="m-0 p-0"><strong class="font-bold">Increased customer loyalty</strong> </li></ul><p>Building a loyal customer base is key to sustained growth; customer orientation helps achieve this. When customers feel valued, they become loyal. Loyalty programs like <a data-link-type="external" href="https://www.starbucks.com/rewards" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow"><u>Starbucks Rewards</u></a>, with their personalized offers and experiences, are a testament to the power of customer-centricity in fostering repeat business and building strong <a href="/cxm/customer-connection/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer connections</u></a>.</p><ul><li class="m-0 p-0"><strong class="font-bold">Drives business growth</strong> </li></ul><p>Customer orientation drives growth by creating satisfied, loyal customers who are more likely to promote your brand. This positive advocacy translates into a higher <a href="/cxm/net-promoter-score/" class="font-semibold text-primaryOceanBlue hover:underline">net promoter score (NPS)</a>.</p><p>Consider Netflix. Their personalized content recommendations ensure users discover content they enjoy, keeping them subscribed and recommending the service to others. This cycle of satisfaction, loyalty and advocacy fuels sustainable business growth.</p><p><strong class="font-bold">Bonus Read:</strong> <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-brand-advocates/"><u>How To Turn Your Customers Into A Community Of Brand Advocates</u></a> </p><h3>Important skills to be customer-oriented </h3><p>Customer orientation is more of a mindset than a process. To bring it to fruition, your organization must foster the right skills among your <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/contact-center-agent/"><u>contact center agents</u></a> and employees. Let’s explore these essential skills: </p><h4>Empathy </h4><p>Empathy helps connect with customers personally, making them feel valued and understood. Imagine a customer support agent who listens attentively to an angry customer and acknowledges their feelings. This simple act can defuse tense situations and turn a negative experience into a positive one.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">Customer:</strong> <i>"I'm really upset because my package was supposed to arrive yesterday, but it's still not here."</i> <br/> <br/><strong class="font-bold">❌ Agent:</strong> “<i>Your package is delayed. There's nothing I can do right now. You'll have to wait.”</i> </p><p><strong class="font-bold">✅ Agent: </strong><i>"I’m sorry to hear that." I understand how frustrating this must be for you. Let me check on the status and see what we can do to get it to you as soon as possible."</i></p></div></div></div><h4>Active Listening </h4><p>Active listening involves paying full attention to customers to accurately understand their needs. Picture an agent who, instead of interrupting, allows the customer to speak and then repeats what they’ve heard to confirm understanding. This reflects <a href="/cxm/customer-focus/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer focus</u></a> and ensures concerns are addressed accurately. </p><h4>Communication </h4><p>Clear and effective communication is key. It helps convey information precisely, resolve issues swiftly and build trust. Consider training your support representatives to break down complex processes into simple, understandable terms. This not only builds customer confidence but also ensures they feel supported. </p><h4>Problem-solving</h4><p>Effective problem-solving enhances the customer experience by showing you value their time and are committed to meeting their needs. Think of an agent who quickly identifies a solution to a technical glitch and guides the customer through the resolution steps smoothly. This demonstrates competence and dedication. </p><h4>Adaptability </h4><p>Adaptability means adjusting to different customer needs and situations and providing personalized solutions. Imagine modifying your approach based on the customer’s technical knowledge. For example, your support agent might offer a detailed step-by-step guide to a novice or a quick fix for a tech-savvy user. </p><p>Look at Shep Hyken’s take on <a data-link-type="external" href="https://hyken.com/customer-service/guest-blog-creating-customer-service-power-through-increased-adaptability/" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow"><u>how adaptability in customer service can create powerful customer experiences</u></a>. </p><h4>Patience </h4><p>Patience is essential when handling customer inquiries and complaints. It allows you to manage difficult situations calmly and achieve positive outcomes. Envision an agent who listens patiently to a lengthy customer complaint and addresses each concern thoroughly. This level of patience can significantly enhance customer satisfaction. </p><h4>Product Knowledge </h4><p>In-depth product knowledge enables you to provide accurate information and helpful solutions. Imagine how delightful the experience would be when a support agent quickly offers detailed insights about product features and troubleshoots issues effectively. This not only showcases expertise but also instills confidence in the customer.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">How Sprinklr AI helps</strong></p><p>With customers expecting rapid responses and call volumes growing, personalized and empathetic conversations can sometimes take a back seat, leading to a more transactional approach to customer service. Sound familiar? Here's how to counter this. </p><p>Sprinklr's <a data-link-type="external" href="https://www.sprinklr.com/products/customer-service/agent-assist/" class="font-semibold text-primaryOceanBlue hover:underline">AI-powered agent assist software</a> is designed to bolster live agents during calls and chats, ensuring their focus remains on building customer connections while resolving issues. </p><p>Agent assist software automatically recommends similar resolved cases, relevant <a data-link-type="external" href="https://www.sprinklr.com/cxm/knowledge-base/" class="font-semibold text-primaryOceanBlue hover:underline"><u>knowledge base</u></a> articles and guided workflows based on the context of the conversation. This enables agents to resolve customer queries 50% faster while still engaging with customers empathetically, ultimately elevating the overall customer experience.</p><img alt="Contextual recommendation with Sprinklr Service" loading="lazy" width="1920" height="1373" decoding="async" data-nimg="1" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5WJl3yDqksKoMZSwbbAUu9/adf7a8f37630a2f7fe00387268cef0c1/Contextual_recommendations_with_Sprinklr_Service.webp?w=1920&q=50&fm=webp 1x, //images.ctfassets.net/ukazlt65o6hl/5WJl3yDqksKoMZSwbbAUu9/adf7a8f37630a2f7fe00387268cef0c1/Contextual_recommendations_with_Sprinklr_Service.webp?w=3840&q=50&fm=webp 2x" src="//images.ctfassets.net/ukazlt65o6hl/5WJl3yDqksKoMZSwbbAUu9/adf7a8f37630a2f7fe00387268cef0c1/Contextual_recommendations_with_Sprinklr_Service.webp?w=3840&q=50&fm=webp"/><div class="rounded-[8px] overflow-hidden not-prose tablet-sm:flex tablet-sm:max-desktop-sm:max-w-[688px] desktop-sm:max-desktop-lg:max-w-[550px] desktop-sm:w-full"><img loading="lazy" width="5824" height="3264" decoding="async" data-nimg="1" class="max-tablet-sm:h-[170px] tablet-sm:w-[220px] desktop-sm:w-[190px] desktop-lg:w-[316px] object-cover flex-none block" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/2gk9V32nRlUufYACQApFmQ/b420d90ccbeddde0f787b3d6d3571b7b/Sprinklr_Agent_Assist-Showcase_CTA.jpeg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/2gk9V32nRlUufYACQApFmQ/b420d90ccbeddde0f787b3d6d3571b7b/Sprinklr_Agent_Assist-Showcase_CTA.jpeg?w=3840&q=50&fm=webp"/><div class="p-6 tablet-sm:py-16 tablet-sm:px-10 desktop-sm:py-12 desktop-sm:px-6 desktop-lg:py-11 desktop-lg:px-8 bg-secondaryBlanc flex-1"><div class="text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4">Power Up Customer Service with Sprinklr Agent Assist</div><a data-link-type="external" href="https://www.sprinklr.com/demo-care/" target="_blank" rel="noreferrer noopener"><div class="spr-btn spr-btn-primary spr-btn-default mt-4"><span>Schedule Demo</span></div></a></div></div></div></div></div><h2><span id="toc-1" class="relative -top-[200px]"></span>How to implement customer orientation</h2><p>To better relate to and understand customers, try visualizing the following in the context of your business. </p><h3>Step 1: Define customer-centric values</h3><p>Begin by defining customer orientation for your organization. Establish the core pillars of customer service and principles that emphasize customer satisfaction and make them a central part of your company culture. Communicate these values clearly across all levels of the organization to ensure everyone is on the same page.</p><p>Need inspiration? Check out companies like Ritz-Carlton, renowned for their exceptional customer service values. Their <a data-link-type="external" href="https://ritzcarltonleadershipcenter.com/2022/04/06/i-am-proud-to-be-ritz-carlton-a-look-at-our-service-values/" class="font-semibold text-primaryOceanBlue hover:underline" target="_blank" rel="noreferrer noopener nofollow"><u>12 service principles</u></a> can be a great starting point!</p><h3>Step 2: Understand your customer </h3><p>Now that you've laid the groundwork, it's time to understand your customers truly. Knowing your customers is key to providing excellent service and products that meet their needs. Here's how to go about it: </p><p><strong class="font-bold">📝 Conduct surveys and collect feedback: </strong>Conduct surveys regularly to gauge customer satisfaction and gather feedback. This will give you direct insights into what your customers think and feel about your products and services. </p><p><strong class="font-bold">📊 Segment your customers: </strong><a href="/cxm/customer-segmentation/" class="font-semibold text-primaryOceanBlue hover:underline"><u>Segment your customers</u></a> based on demographics, behavior and preferences. This will help you understand different customer groups and tailor your services to meet their specific needs. </p><p><strong class="font-bold">👥 Leverage trend analysis and create personas: </strong>Use trend analysis methods to identify patterns and trends in customer behavior. Create detailed customer personas to represent different segments of your customer base. This will help you understand the frequency and nature of customer issues across various personas. </p><p><strong class="font-bold">🔍 Identify pain points: </strong>For instance, if feedback reveals that many new customers are struggling to set up a key feature, it's a sign that the setup process needs improvement. Identifying these pain points allows you to address them proactively. </p><p><strong class="font-bold">🎧Use social listening tools: </strong>Leverage <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/consumer-intelligence/social-listening/"><u>social listening tools</u></a> to monitor what your customers say on social channels. This can provide valuable insights into <a href="/cxm/customer-sentiment/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer sentiment</u></a>, whether positive or negative. Sometimes, understanding the overall vibe among your customer base can lead to improvements you never realized were needed.</p><p>By thoroughly understanding your customers, you can create more targeted and practical strategies to enhance their experience and meet their needs more effectively.</p><h3>Step 3: Set orientation goals </h3><p>Define clear, achievable goals for your customer-orientation efforts. Discuss strategy with key stakeholders, such as department heads, customer service managers and marketing leads, and leverage customer feedback. </p><p>These <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-goals/">customer service goals</a> should align with your overall business objectives. They should be specific, measurable, attainable, relevant and time-bound (SMART). For example, your business goal could be to improve customer satisfaction scores by 10% within six months to enhance customer loyalty. Setting such goals helps you stay focused and measure your progress.</p><button class="cursor-zoom-in"><img alt="SMART goal-setting strategy" loading="lazy" width="2267" height="1231" decoding="async" data-nimg="1" class="max-w-full object-contain object-left max-h-[480px] tablet-sm:max-h-[720px] desktop-sm:max-h-[500px] desktop-lg:max-h-[500px]" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/6edaB6z35m3jRFQWW57ELW/bb152045de36d0a7e99bc128d1ea3230/SMART_goal-setting_strategy.jpg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/6edaB6z35m3jRFQWW57ELW/bb152045de36d0a7e99bc128d1ea3230/SMART_goal-setting_strategy.jpg?w=3840&q=50&fm=webp"/></button><h3>Step 4: Recruit the right people </h3><p>It's all about the people you hire (we know it sounds cliché?). If you genuinely believe in the power of customer orientation, you need to get your talent acquisition department on the same page as you. Tell them you need team members with a positive attitude and a genuine desire to provide excellent service. They should be the kind of people who go the extra mile to make customers smile, offering unexpected yet logical solutions or remembering a customer's preferences.</p><p>On that note, here's what the ideal workforce of a customer-oriented company looks like:</p><p><strong class="font-bold">🤴Customer champions:</strong> Look for individuals who are naturally customer-focused and passionate about making others feel good. They should be empathetic listeners who can put themselves in customers' shoes and understand their frustrations. Learn <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/empathy-in-customer-service/"><u>how to show empathy in customer service</u></a>. </p><p><strong class="font-bold">🤵 Communication rockstars:</strong> Excellent communication skills are key! Your customer service crew must be clear, concise and friendly in all interactions, ensuring customers feel heard and understood.</p><p><strong class="font-bold">👷 Problem-solving prodigies:</strong> Life at the pool isn't always sunshine and rainbows. Recruit individuals who tackle customer issues head-on, whether technical glitches or complex complaints.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">🎤 Unpopular Opinion</strong> </p><p>Customer orientation thrives on empowered agents, not robots following scripts. Micromanagement creates robotic interactions, while clear boundaries and autonomy unlock creative problem-solving. The real power of customer service autonomy lies there.</p><p>Trust agents to navigate within defined boundaries and go the extra mile for customers. Even well-intentioned decisions can have unintended consequences, but blaming agents fosters fear, not solutions. Embrace learning opportunities and empower agents – they'll become your customer champions, building trust and loyalty, the cornerstones of a genuinely customer-oriented business. </p><p>Don't you agree?</p></div></div></div><h3> Step 5: Empower employees through training and tools</h3><p>Provide employees with thorough and regular training, including <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/accelerating-time-to-value-with-onboarding/"><u>tailored onboarding sessions</u></a>, role-playing exercises and continuous education. <a href="/cxm/contact-center-training/" class="font-semibold text-primaryOceanBlue hover:underline"><u>Contact center training</u></a> should cover effective and empathetic communication and conflict resolution skills. </p><p>In addition, ensuring employees are versed in the existing tech stack is equally essential. Equip your team with in-depth product knowledge so that they become experts on product features, benefits and troubleshooting common issues. Moreover, train them on the <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-workflows/"><u>customer service workflow</u></a> and, most importantly, the <a href="/cxm/contact-center-crm/" class="font-semibold text-primaryOceanBlue hover:underline"><u>contact center CRM system</u></a> so that they can confidently provide solutions across calls and <a href="/cxm/live-chat-support/" class="font-semibold text-primaryOceanBlue hover:underline"><u>live chat</u></a>. </p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">Two Cents from Sprinklr</strong></p><p><strong class="font-bold">Document and share:</strong> Encourage agents to document unique <a data-link-type="external" href="https://www.sprinklr.com/blog/customer-service-scenarios/" class="font-semibold text-primaryOceanBlue hover:underline"><u>customer service scenarios</u></a>. Discussing these scenarios during coaching and feedback sessions allows everyone to learn and grow. </p><p><strong class="font-bold">Recognize and reward:</strong> Shine a spotlight on agents who go the extra mile for customers! Public recognition and rewards (like a fancy family lunch or tickets to a show) boost morale and motivate others to excel, making everyone feel appreciated and motivated. </p></div></div></div><h3>Step 6: Receive and act on feedback </h3><p>Collect customer feedback regularly to understand their needs and experiences, such as their interactions with your product, customer service and overall satisfaction. Use surveys, social media and direct interactions such as follow-up calls or in-person meetings. This will help you gather <a href="/cxm/consumer-insights/" class="font-semibold text-primaryOceanBlue hover:underline"><u>consumer insights</u></a> on common pain points and collect suggestions. </p><p>Analyzing this feedback helps identify areas for improvement, like streamlining the checkout process or enhancing product features and opportunities to enhance your services. Acting on this feedback shows customers that you value their opinions and are committed to improving their experience.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">Automate customer feedback with Sprinklr</strong> </p><p>Transform how you capture and utilize customer feedback with Sprinklr’s <a data-link-type="external" href="https://www.sprinklr.com/products/customer-service/omnichannel-survey/" class="font-semibold text-primaryOceanBlue hover:underline"><u>omnichannel survey software</u></a>. It enables you to track customer sentiments across over 30 digital and social channels, including voice interactions, all in one place. </p><p>Leverage AI-powered CSAT predictions to gain deeper insights into customer satisfaction and enhance your service delivery. </p><p>Additionally, Sprinklr allows you to seamlessly convert survey questions into interactive <a data-link-type="external" href="https://www.sprinklr.com/cxm/what-is-a-chatbot/" class="font-semibold text-primaryOceanBlue hover:underline"><u>chatbot</u></a> conversations, making it easier to gather valuable feedback. By deploying conversational surveys on popular messaging channels, you can significantly increase response rates and capture richer, more actionable customer insights. </p><img alt="Omnichannel survey software powered by Sprinklr Service" loading="lazy" width="3840" height="2443" decoding="async" data-nimg="1" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/3hhareymIDOhZSc1Xm0lae/9bafbc3233a5a9e9c690cc817d049680/Omnichannel_survey_software_powered_by_Sprinklr_Service.webp?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/3hhareymIDOhZSc1Xm0lae/9bafbc3233a5a9e9c690cc817d049680/Omnichannel_survey_software_powered_by_Sprinklr_Service.webp?w=3840&q=50&fm=webp"/><a data-link-type="external" href="https://lite.sprinklr.com/signup?product=service" class="block mx-auto w-fit" target="_blank" rel="noreferrer noopener"><div class="spr-btn spr-btn-primary spr-btn-default"><span>Run Omnichannel Survey Now </span></div></a></div></div></div><h3>Step 7: Personalize customer interactions </h3><p>Tailor your interactions to meet each customer's unique needs. For example, adjust your communication style based on customer preferences, such as offering more technical details for knowledgeable customers and simple explanations for others. </p><p>Use data from previous interactions, purchase history and customer preferences to provide personalized service. When recommending products based on past purchases, ensure relevance and timeliness. Make personalized emails stand out by referencing the customer's name and past interactions or purchases.</p><p>Offer genuinely beneficial deals, such as discounts on frequently bought items or exclusive access to new products. Personalization makes customers feel valued and increases their satisfaction. </p><h3>Step 8: Dive into the Data </h3><p>You’ve built your dream team, trained and empowered them to be customer champions. But how do you know if you're truly winning at customer orientation? It's time to grab your floaties and dive into the data! </p><p><strong class="font-bold">Track the metrics:</strong> Focus on the metrics that matter most – customer satisfaction scores (CSAT) and net promoter scores (NPS). Are your customers happy? Would they recommend your business to their friends and family? These scores give you a clear picture of customer sentiment. </p><p><strong class="font-bold">Listen to the chatter:</strong> Numbers are important, but don't forget the power of social media! Use <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/consumer-intelligence/social-listening/"><u>social listening software</u></a> to track what customers say about your brand online. Are they raving about their experience or are there areas for improvement? This real-time feedback helps you identify areas to fine-tune your customer orientation strategy. <br/></p><h3>Step 9: Keep evolving </h3><p>Schedule regular reviews to assess your customer service efforts. Are there areas where you can improve communication, streamline processes or offer more personalized service? </p><p>The world of customer service is constantly evolving. Stay informed about industry trends and best practices. What are your competitors doing? Are there new technologies or tools that can enhance your customer experience? By staying on top of the latest trends, you can ensure your customer service stays top-notch and becomes your most significant competitive advantage as you grow.</p><div class="w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]"><div class="p-6 rounded-[6px] bg-ivory prose-p:min-h-0"><div class="space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4"><p><strong class="font-bold">Customer orientation is impossible without a VoC program</strong> </p><p>Here’s how a voice of customer program can support your customer orientation efforts: </p><p><strong class="font-bold">🔎 Pre-implementation</strong> </p><p>Before rolling out new strategies, use VoC programs to gain a deep understanding of customer pain points and unmet needs. This insight ensures that your strategies are based on customer feedback, setting a solid foundation for success. </p><p><strong class="font-bold">🔧 During implementation</strong> </p><p>Continuously gather feedback to monitor the impact of your efforts on customers. This real-time feedback allows you to make necessary adjustments and improvements, ensuring that your customer orientation initiatives are on the right track. </p><p> <strong class="font-bold">🔭 Post-implementation</strong> </p><p>After implementing new strategies, VoC programs should be used to measure their effectiveness. Assess how well your efforts align with customer expectations and identify areas for further refinement to enhance overall customer satisfaction.</p><p>Integrating a VoC program into your customer orientation strategy creates a feedback loop that drives continuous improvement and ensures your initiatives truly resonate with your customers. </p></div></div></div><h2><span id="toc-2" class="relative -top-[200px]"></span>Achieving customer orientation with Sprinklr</h2><p>Let's rewind a bit. Remember that one customer service experience that left you feeling like your voice wasn't heard? We've all been there. But here's the thing, your customers should never feel that way about your brand!</p><p>Today, customers expect personalized, empathetic interactions that resolve their issues quickly. However, many businesses struggle to meet these expectations due to outdated systems and limited insights. </p><p>Enter <a class="font-semibold text-primaryOceanBlue hover:underline" href="/products/customer-service/"><u>Sprinklr Service</u></a>, a game-changing <a class="font-semibold text-primaryOceanBlue hover:underline" href="/blog/customer-service-software/"><u>customer service software</u></a> solution. Unlike traditional systems, Sprinklr's comprehensive suite is powered by AI, enabling you to not just understand but anticipate customer needs and consistently deliver exceptional service.</p><p>Imagine: </p><ul><li class="m-0 p-0"><strong class="font-bold">Streamlined operations:</strong> Freeing your team to focus on building relationships by automating routine tasks. </li><li class="m-0 p-0"><strong class="font-bold">Enhanced personalization:</strong> Providing empathetic support tailored to each customer's unique needs.</li><li class="m-0 p-0"><strong class="font-bold">Improved responsiveness:</strong> AI-driven recommendations and omnichannel support ensure no query goes unanswered. </li><li class="m-0 p-0"><strong class="font-bold">Actionable insights:</strong> Continuously refine your strategies based on customer feedback and interaction data.</li></ul><p>Don't let customer service challenges hold your business back. Schedule a demo with our experts this week and discover how AI can transform your approach to customer orientation!</p><a data-link-type="external" href="https://www.sprinklr.com/demo-care/" class="block mx-auto w-fit" target="_blank" rel="noreferrer noopener"><div class="spr-btn spr-btn-primary spr-btn-default"><span>Schedule My Sprinklr Service Demo</span></div></a><script type="application/ld+json">{"@type":"FAQPage","mainEntity":[{"@type":"Question","name":"What skills are essential for customer-oriented employees?","acceptedAnswer":{"@type":"Answer","text":"<p>Essential skills for customer-oriented employees include empathy, active listening, clear communication, problem-solving, adaptability, patience and deep product knowledge. </p>"}},{"@type":"Question","name":"How can technology support a company's customer orientation efforts?","acceptedAnswer":{"@type":"Answer","text":"<p>You can enhance customer orientation with tools like CRM systems, AI chatbots and data analytics. These tools help track customer interactions, personalize experiences and quickly resolve issues.</p>"}},{"@type":"Question","name":"How can customer data and feedback be leveraged to improve customer orientation?","acceptedAnswer":{"@type":"Answer","text":"<p>Customer data and feedback can be leveraged by analyzing trends, identifying pain points and personalizing interactions. Use surveys, social media and direct interactions to gather insights.</p>"}}]}</script><div class="flex flex-col items-center justify-center mx-auto desktop-sm:px-0 desktop-sm:max-w-[930px] desktop-lg:max-w-[1234px] px-0 tablet-sm:px-0"><p class="whitespace-pre-line text-center text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-3">Frequently Asked Questions</p><div class="w-full desktop-sm:w-full desktop-lg:w-full"><div class="w-full"><div class="w-full pt-2 desktop-sm:pt-5 desktop-lg:pt-7" data-orientation="vertical"><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R4upb9lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:Rupb9lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>How does customer orientation impact customer loyalty?</button><div data-state="closed" id="radix-:R4upb9lammmlda:" role="region" aria-labelledby="radix-:Rupb9lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Customer orientation boosts customer loyalty by meeting their needs and exceeding expectations. When customers feel valued and understood, they are more likely to return and recommend your brand.</p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R5epb9lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R1epb9lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>What skills are essential for customer-oriented employees?</button><div data-state="closed" id="radix-:R5epb9lammmlda:" role="region" aria-labelledby="radix-:R1epb9lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Essential skills for customer-oriented employees include empathy, active listening, clear communication, problem-solving, adaptability, patience and deep product knowledge. </p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R5upb9lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R1upb9lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>How can technology support a company's customer orientation efforts?</button><div data-state="closed" id="radix-:R5upb9lammmlda:" role="region" aria-labelledby="radix-:R1upb9lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>You can enhance customer orientation with tools like CRM systems, AI chatbots and data analytics. These tools help track customer interactions, personalize experiences and quickly resolve issues.</p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R6epb9lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R2epb9lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>What are some common mistakes companies make when trying to be customer-oriented?</button><div data-state="closed" id="radix-:R6epb9lammmlda:" role="region" aria-labelledby="radix-:R2epb9lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Common mistakes include neglecting to update customer information, relying on generic responses, not integrating feedback and focusing on acquisition over delivering customer satisfaction. These errors can lead to poor customer experiences and reduced loyalty.</p></div></div></div></div></div><div data-state="closed" data-orientation="vertical" class="pl-6 border-b last:border-none border-[#DEDEDE] py-6 tablet-sm:py-9 ps-0"><button type="button" aria-controls="radix-:R6upb9lammmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R2upb9lammmlda:" class="grid text-start grid-cols-[16px_1fr] items-center text-mobile-sm/body-1-bold gap-4 tablet-sm:text-tablet-sm/heading-6 tablet-sm:gap-6 tablet-sm:grid-cols-[24px_1fr] desktop-lg:text-desktop-large/heading-6 [&[data-state=open]>.accordionCollapsedIcon]:hidden [&[data-state=open]>.accordionExpandedIcon]:block" data-radix-collection-item=""><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 17" class="h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-mintyBlueGradient rounded-full accordionCollapsedIcon"><rect width="4" height="17" x="6.5" fill="#fff" rx="2"></rect><rect width="4" height="17" x="17" y="6.5" fill="#fff" rx="2" transform="rotate(90 17 6.5)"></rect></svg><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 17 5" class="hidden h-4 w-4 p-1 tablet-sm:h-6 tablet-sm:w-6 tablet-sm:p-1.5 bg-primarySpaceGrey dark:bg-gainsboroGray rounded-full accordionExpandedIcon fill-white"><rect width="4" height="17" y="4.5" rx="2" transform="rotate(-90 0 4.5)"></rect></svg>How can customer data and feedback be leveraged to improve customer orientation?</button><div data-state="closed" id="radix-:R6upb9lammmlda:" role="region" aria-labelledby="radix-:R2upb9lammmlda:" data-orientation="vertical" class="overflow-hidden grid grid-rows-0fr data-[state=open]:grid-rows-1fr transition-grid-rows !duration-150" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"><div class="min-h-0"><div class="py-2 text-slateGray dark:text-white text-mobile-sm/body-3 tablet-sm:text-tablet-sm/body-4 desktop-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-3"><div class="prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] ps-8 tablet-sm:ps-12 space-y-6 prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ol:space-y-4 prose-ul:space-y-4"><p>Customer data and feedback can be leveraged by analyzing trends, identifying pain points and personalizing interactions. Use surveys, social media and direct interactions to gather insights.</p></div></div></div></div></div></div></div></div></div></div></div><div class="max-desktop-sm:hidden"><div style="--header-height:0px;--subnav-height:0px;--sticky-top-margin:20px" class="w-[268px] desktop-lg:w-[344px] h-fit sticky top-[calc(var(--header-height)_+_var(--subnav-height)_+_var(--sticky-top-margin))] flex-none"><div class="grid transition-[opacity,grid-template-rows] duration-500 w-full grid-rows-[0fr] opacity-0"><div class="w-full overflow-hidden after:block after:w-full after:h-10"><div class="text-cometBlack text-tablet-sm/overline-3 desktop-lg:text-desktop-large/overline-2 uppercase mb-6">Table of contents</div><div class="relative [--scrollbar-width:4px] before:absolute before:top-0 before:w-[calc(100%-var(--scrollbar-width))] before:h-5 before:z-30 before:block before:pointer-events-none before:bg-gradient-to-b before:from-white before:to-transparent before:transition-opacity before:duration-200 after:absolute after:bottom-0 before:left-0 after:w-[calc(100%-var(--scrollbar-width))] after:h-5 after:z-30 after:block after:pointer-events-none after:bg-gradient-to-t after:from-white after:to-transparent after:transition-opacity after:duration-200 before:opacity-0 after:opacity-0"><div class="relative not-prose [list-style:initial] toc-scrollbar pe-4 max-h-[268px] desktop-lg:max-h-[278px] overflow-y-auto"><ul class="space-y-4 desktop-lg:space-y-6"></ul></div></div></div></div><div class="transition-opacity duration-500 opacity-0"><div class="rounded w-full bg-angledSkyGradient p-4 desktop-lg:p-6"><p class="whitespace-pre-line text-tablet-sm/heading-5 desktop-lg:text-tablet/heading-4 mb-3 desktop-lg:mb-4">Let Sprinklr reduce your contact center costs</p><p class="whitespace-pre-line text-tablet-sm/body-4 desktop-lg:text-tablet-sm/body-3 mb-6 desktop-lg:mb-8">Make life easier for your customers, your agents and yourself with Sprinklr’s all-in-one contact center platform.</p><a 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desktop-lg:text-desktop-large/body-2 hover:underline"><a href="/blog/multilingual-customer-support/">Multilingual Customer Support: A Guide to Provide and Improve It</a></div></div></div></div></div></div><div class="w-full desktop-sm:max-w-[548px] desktop-lg:max-w-[724px]"><div class="flex max-tablet-sm:flex-col items-center tablet-sm:justify-between gap-y-4 py-6 tablet-sm:py-4 desktop-lg:py-6 border-lightGrey border-t-2 border-b-2 mt-10 tablet-sm:mt-14 desktop-sm:mt-10 desktop-lg:mt-14"><div class="uppercase text-mobile-sm/overline-2 tablet-sm:text-tablet-sm/overline-2 desktop-lg:text-desktop-large/overline-1">Share This Article</div><div class="flex-none flex gap-x-8 tablet-sm:gap-x-6 desktop-lg:gap-x-12 max-tablet-sm:mx-auto items-center"><a class="cursor-pointer"><div class="bg-primarySpaceGrey w-10 p-2.5 aspect-square rounded-full hover:bg-primarySpaceGrey/90"><svg xmlns="http://www.w3.org/2000/svg" viewBox="0 0 11 20" class="w-5 aspect-square fill-white "><path d="m9.765 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0-.611.25-1.198.694-1.63A2.405 2.405 0 0 1 3.032.728c.63 0 1.232.243 1.677.675.444.432.694 1.019.694 1.63 0 1.273-1.062 2.327-2.37 2.327ZM20.4 19.926h-4.084v-6.24c0-1.487-.031-3.394-2.128-3.394-2.128 0-2.455 1.616-2.455 3.287v6.347H7.645V7.108h3.925v1.749h.058c.546-1.007 1.881-2.07 3.872-2.07 4.143 0 4.904 2.653 4.904 6.098v7.04H20.4Z"></path></svg></div></a><a href="mailto:?subject=Sprinklr.com: Customer Orientation: An 8-Step Guide (+ Examples)&body=" class="cursor-pointer"><div class="bg-primarySpaceGrey w-10 p-2.5 aspect-square rounded-full hover:bg-primarySpaceGrey/90"><svg xmlns="http://www.w3.org/2000/svg" fill="none" viewBox="0 0 20 20" class="w-5 aspect-square fill-white "><g clip-path="url(#mailEnvelope_svg__a)"><path fill="#fff" d="M18.657 3.564H1.343C.6 3.564 0 4.18 0 4.922v11.543c0 .742.6 1.357 1.343 1.357h17.314c.743 0 1.343-.615 1.343-1.357V4.922c0-.743-.6-1.358-1.343-1.358Zm-1.2 11.015a.562.562 0 0 1 .043.785.561.561 0 0 1-.786.043l-4.771-4.3-1.6 1.257a.615.615 0 0 1-.343.115.58.58 0 0 1-.343-.115L8.086 11.15 3.27 15.422a.564.564 0 0 1-.357.142.528.528 0 0 1-.414-.2l-.014-.014a.545.545 0 0 1 .057-.771L7.2 10.45 2.571 6.822h-.014a.576.576 0 0 1-.086-.786v-.014a.533.533 0 0 1 .772-.086L8.4 9.964l1.6 1.258 6.757-5.286a.548.548 0 0 1 .772.1c.185.243.142.6-.1.786l-4.586 3.585 4.614 4.172Z"></path></g><defs><clipPath id="mailEnvelope_svg__a"><path fill="#fff" d="M0 0h20v20H0z"></path></clipPath></defs></svg></div></a></div></div><div class="flex-none w-full mt-8 tablet-sm:mt-14 desktop-sm:mt-10 desktop-lg:mt-12"><span class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4">Article Authors</span><div class="flex max-tablet-sm:flex-col gap-y-6 gap-x-4 mt-6"><a class="block flex-1" href="/blog/author/bhavya-aggarwal/"><div class="flex items-center gap-x-4 group"><img alt="Bhavya Aggarwal" loading="lazy" width="1024" height="1024" decoding="async" data-nimg="1" class="flex-none aspect-square rounded-full 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h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="https://www.sprinklr.com/spr-og.png?w=1080&q=50&fm=webp 1x, https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp 2x" src="https://www.sprinklr.com/spr-og.png?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/cxm/customer-focus/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Customer Focus: A Detailed Guide (Examples + Tips)</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/bishakh-dutta/"><div 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src="//images.ctfassets.net/ukazlt65o6hl/7pYqdIH4aiTLQWswu1Wljd/8ea79d0697eb090e7ce71bfdaef544be/Feature_banner-Customer_centric_strategies.jpeg?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/customer-centric-strategy/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">7 steps to develop a customer-centric strategy</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/bishakh-dutta/"><div class="text-primaryOceanBlue font-bold hover:underline">Bishakh Dutta</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">14 mins read</div></div></div></div><div class="flex flex-col h-full border-2 border-pearlGray rounded-[8px] bg-white max-w-[312px] desktop-sm:max-w-[300px] desktop-lg:max-w-[400px] scale-90"><a class="overflow-hidden block" href="/blog/multilingual-customer-support/"><img alt="Multilingual Customer Support" loading="lazy" width="7137" height="4000" decoding="async" data-nimg="1" class="rounded-t-[8px] w-full h-[160px] desktop-lg:h-[220px] object-cover hover:scale-105 transition-transform duration-100" style="color:transparent" srcSet="//images.ctfassets.net/ukazlt65o6hl/5lULlCWSzbY5sdtEztnNnq/c57109b00ddee13c911c9a8e56b1288e/Multilingual_Customer_Support.jpeg?w=3840&q=50&fm=webp 1x" src="//images.ctfassets.net/ukazlt65o6hl/5lULlCWSzbY5sdtEztnNnq/c57109b00ddee13c911c9a8e56b1288e/Multilingual_Customer_Support.jpeg?w=3840&q=50&fm=webp"/></a><div class="p-4 flex flex-col flex-grow"><div class="text-white uppercase text-mobile-sm/label-2 tablet-sm:text-tablet-sm/label-2 desktop-lg:text-desktop-large/label-2 w-fit inline-flex px-5 py-1.5 rounded-[100px] bg-slateGray desktop-lg:py-2">Customer Service</div><a href="/blog/multilingual-customer-support/"><div class="text-mobile-sm/body-1-bold tablet-sm:text-tablet/heading-4 desktop-lg:text-desktop-large/heading-5 mt-4 hover:text-primaryOceanBlue">Multilingual Customer Support: A Guide to Provide and Improve It</div></a><div class="text-mobile-sm/body-2 tablet-sm:text-tablet-sm/body-3 desktop-lg:text-desktop-large/body-2 pt-4 mt-auto"><a href="/blog/author/jayadeep-subhashis/"><div class="text-primaryOceanBlue font-bold hover:underline">Jayadeep Subhashis</div></a><div class="text-mediumGrey desktop-lg:mt-2 desktop-lg:text-desktop-large/overline-3 desktop-lg:uppercase">10 mins read</div></div></div></div></div></div><div class="flex justify-center w-full gap-4 px-10 mt-8 tablet:mt-12 desktop-sm:mt-14 desktop-lg:mt-16"><button class="h-1.5 w-24 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py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/body-1-bold">Products</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:R4mdqmmmlda:" hidden="" role="region" aria-labelledby="radix-:Rmdqmmmlda:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pt-4 pb-6 tablet-sm:pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" 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data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pt-4 pb-6 tablet-sm:pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="radix-:R5mdqmmmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R1mdqmmmlda:" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p class="text-mobile-sm/heading-5 tablet-sm:text-tablet-sm/body-1-bold">Company</p><svg xmlns="http://www.w3.org/2000/svg" width="24" height="24" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round" class="h-4 w-4 shrink-0 transition-transform duration-200"><path d="m6 9 6 6 6-6"></path></svg></button></div><div data-state="closed" id="radix-:R5mdqmmmlda:" hidden="" role="region" aria-labelledby="radix-:R1mdqmmmlda:" data-orientation="vertical" class="overflow-hidden text-sm transition-all data-[state=closed]:animate-accordion-up data-[state=open]:animate-accordion-down pt-4 pb-6 tablet-sm:pt-0" style="--radix-accordion-content-height:var(--radix-collapsible-content-height);--radix-accordion-content-width:var(--radix-collapsible-content-width)"></div></div><div data-state="closed" data-orientation="vertical" class="border-b border-b-cometBlack"><div class="flex"><button type="button" aria-controls="radix-:R66dqmmmlda:" aria-expanded="false" data-state="closed" data-orientation="vertical" id="radix-:R26dqmmmlda:" class="flex flex-1 items-center justify-between py-4 font-medium transition-all [&[data-state=open]>svg]:rotate-180 hover:no-underline" data-radix-collection-item=""><p 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prose-h3:text-mobile-sm/body-1-bold tablet-sm:prose-h3:text-tablet-sm/heading-6 desktop-sm:prose-h3:text-tablet-sm/heading-3 desktop-lg:prose-h3:text-desktop-large/heading-5 prose-h4:text-mobile-sm/body-2-bold tablet-sm:prose-h4:text-tablet-sm/heading-6 desktop-sm:prose-h4:text-tablet-sm/heading-5 desktop-lg:prose-h4:text-desktop-large/heading-5 prose-img:mx-auto\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Ever feel like getting stuck in customer service purgatory, like Tom Hanks in 'The Terminal'? 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This highlights the importance of prioritizing customer needs. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Today, almost every business claims to be \\\"customer-first.\\\" However, the true differentiator lies in a genuine customer orientation mindset that permeates every interaction throughout the \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-journey/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer journey\"]}]]}],[false,\". \"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"So, how do you make your business truly customer-oriented? While it's not rocket science, it does require dedication and a commitment to continuous improvement. Don't worry, we've got your back! \"]]}],[\"$\",\"p\",\"4\",{\"children\":[[false,\"In this blog, we'll unpack the essence of customer orientation, explore actionable steps to achieve it and share some pro tips to keep your customer-centricity initiatives solid. Let's roll up our sleeves and dive in!\"]]}],[\"$\",\"$L31\",null,{\"contentType\":\"embedTableOfContents\",\"content\":{\"nodeType\":\"document\",\"content\":[{\"data\":{\"anchorId\":\"toc-0\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is customer orientation \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-1\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to implement customer orientation\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{\"anchorId\":\"toc-2\",\"isNestedNode\":false,\"parentAnchorId\":\"$undefined\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Achieving customer orientation with Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"}]}}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-0\",\"className\":\"relative -top-[200px]\"}],[[false,\"What is customer orientation \"]]]}],[\"$\",\"p\",\"7\",{\"children\":[[false,\"Customer orientation is aligning your business to meet customer needs and requirements. It started as a reaction to modern consumer psychology, where experiences outweigh products.\"]]}],[\"$\",\"p\",\"8\",{\"children\":[[false,\"Here's a breakdown of what customer orientation means:\"]]}],[\"$\",\"ul\",\"9\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Understanding your customers:\"]}],[false,\" This involves \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-feedback-management/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"managing customer feedback,\"]}]],\"prefetch\":true}],[false,\" analyzing customer behavior and identifying their pain points.\"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Meeting their needs:\"]}],[false,\" By understanding your customers, you can tailor your products, services and communication to directly address their needs.\"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Building relationships:\"]}],[false,\" It's not just about the sale. 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user-friendly design and innovation \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Focuses on process-driven adjustments, like Amazon's use of real-time data to improve shipping and delivery. \"]]}]]}]]}],[\"$\",\"tr\",\"5\",{\"children\":[[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Example\"]}],[false,\" \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Implementing a loyalty program, such as Starbucks Rewards, which increases customer retention and sales \"]]}]]}],[\"$\",\"td\",null,{\"className\":\"p-4 desktop-lg:py-6 align-top relative border-r border-b first:border-l border-lightGrey text-mobile-sm/body-4 tablet-sm:text-tablet-sm/body-4 desktop-lg:text-desktop-large/body-3 space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[false,\"Providing a self-service guide, like the one on Microsoft's website, which helps users solve issues quickly and reduces support calls \"]]}]]}]]}]]}]}]}],[\"$\",\"p\",\"14\",{\"children\":[[false,\" \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"🔍 Related Reading: \"]}],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-centric-strategy/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"7 steps to develop a customer-centric strategy\"]],\"prefetch\":true}],[false,\" \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Benefits of customer orientation \"]]]}],[\"$\",\"p\",\"16\",{\"children\":[[false,\"Now that we've unpacked the core principles of customer orientation, let's explore the tangible benefits it offers your business.\"]]}],[\"$\",\"ul\",\"17\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Enhanced customer satisfaction\"]}]]]}]]}],[\"$\",\"p\",\"18\",{\"children\":[[false,\"One of the most direct benefits of customer orientation is enhanced customer satisfaction. You focus on exceeding their expectations by consistently addressing customer needs and personalizing their experiences. \"]]}],[\"$\",\"p\",\"19\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Zappos\"]}],[false,\", for example, offers exceptional \"],[\"$\",\"a\",null,{\"href\":\"/cxm/what-is-customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service\"]}]]}],[false,\" by allowing returns up to a year after purchase. Satisfied customers are more likely to leave positive reviews, recommend your brand and remain loyal.\"]]}],[\"$\",\"ul\",\"20\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Improved brand reputation\"]}],[false,\" \"]]]}]]}],[\"$\",\"p\",\"21\",{\"children\":[[false,\"A strong customer-orientation mindset directly impacts your brand reputation. When customers feel heard, valued and well-supported, they're more likely to share positive experiences with friends and family. This positive word-of-mouth marketing boosts your \"],[\"$\",\"a\",null,{\"href\":\"/cxm/brand-reputation-management/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"brand reputation management\"]}]]}],[false,\" initiatives and strengthens your credibility in the marketplace. \"]]}],[\"$\",\"p\",\"22\",{\"children\":[[false,\"Additionally, prioritizing user-friendly design and superior customer service, like Apple, fosters brand loyalty and empowers customers to become vocal advocates. Research also suggests that \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.gartner.com/en/digital-markets/insights/brand-reputation-management\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"64%\"]}]]}],[false,\" of buyers who feel a strong connection with a brand are ready to pay a premium price for its products and services.\"]]}],[\"$\",\"ul\",\"23\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Increased customer loyalty\"]}],[false,\" \"]]]}]]}],[\"$\",\"p\",\"24\",{\"children\":[[false,\"Building a loyal customer base is key to sustained growth; customer orientation helps achieve this. When customers feel valued, they become loyal. Loyalty programs like \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.starbucks.com/rewards\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Starbucks Rewards\"]}]]}],[false,\", with their personalized offers and experiences, are a testament to the power of customer-centricity in fostering repeat business and building strong \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-connection/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer connections\"]}]]}],[false,\".\"]]}],[\"$\",\"ul\",\"25\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Drives business growth\"]}],[false,\" \"]]]}]]}],[\"$\",\"p\",\"26\",{\"children\":[[false,\"Customer orientation drives growth by creating satisfied, loyal customers who are more likely to promote your brand. This positive advocacy translates into a higher \"],[\"$\",\"a\",null,{\"href\":\"/cxm/net-promoter-score/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"net promoter score (NPS)\"]]}],[false,\".\"]]}],[\"$\",\"p\",\"27\",{\"children\":[[false,\"Consider Netflix. Their personalized content recommendations ensure users discover content they enjoy, keeping them subscribed and recommending the service to others. This cycle of satisfaction, loyalty and advocacy fuels sustainable business growth.\"]]}],[\"$\",\"p\",\"28\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Bonus Read:\"]}],[false,\" \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-brand-advocates/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"How To Turn Your Customers Into A Community Of Brand Advocates\"]}]],\"prefetch\":true}],[false,\" \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Important skills to be customer-oriented \"]]]}],[\"$\",\"p\",\"30\",{\"children\":[[false,\"Customer orientation is more of a mindset than a process. To bring it to fruition, your organization must foster the right skills among your \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/contact-center-agent/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"contact center agents\"]}]],\"prefetch\":true}],[false,\" and employees. Let’s explore these essential skills: \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[false,\"Empathy \"]]]}],[\"$\",\"p\",\"32\",{\"children\":[[false,\"Empathy helps connect with customers personally, making them feel valued and understood. Imagine a customer support agent who listens attentively to an angry customer and acknowledges their feelings. This simple act can defuse tense situations and turn a negative experience into a positive one.\"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Customer:\"]}],[false,\" \"],[\"$\",\"i\",\"2\",{\"children\":[false,\"\\\"I'm really upset because my package was supposed to arrive yesterday, but it's still not here.\\\"\"]}],[false,\" \",[\"$\",\"br\",null,{}],\" \",[\"$\",\"br\",null,{}],\"\"],[\"$\",\"strong\",\"4\",{\"className\":\"font-bold\",\"children\":[false,\"❌ Agent:\"]}],[false,\" “\"],[\"$\",\"i\",\"6\",{\"children\":[false,\"Your package is delayed. There's nothing I can do right now. You'll have to wait.”\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"✅ Agent: \"]}],[\"$\",\"i\",\"1\",{\"children\":[false,\"\\\"I’m sorry to hear that.\\\" I understand how frustrating this must be for you. Let me check on the status and see what we can do to get it to you as soon as possible.\\\"\"]}]]}]]}]}]}]}],[\"$\",\"h4\",null,{\"children\":[null,[[false,\"Active Listening \"]]]}],[\"$\",\"p\",\"35\",{\"children\":[[false,\"Active listening involves paying full attention to customers to accurately understand their needs. Picture an agent who, instead of interrupting, allows the customer to speak and then repeats what they’ve heard to confirm understanding. This reflects \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-focus/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer focus\"]}]]}],[false,\" and ensures concerns are addressed accurately. \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[false,\"Communication \"]]]}],[\"$\",\"p\",\"37\",{\"children\":[[false,\"Clear and effective communication is key. It helps convey information precisely, resolve issues swiftly and build trust. Consider training your support representatives to break down complex processes into simple, understandable terms. This not only builds customer confidence but also ensures they feel supported. \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[false,\"Problem-solving\"]]]}],[\"$\",\"p\",\"39\",{\"children\":[[false,\"Effective problem-solving enhances the customer experience by showing you value their time and are committed to meeting their needs. Think of an agent who quickly identifies a solution to a technical glitch and guides the customer through the resolution steps smoothly. This demonstrates competence and dedication. \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[false,\"Adaptability \"]]]}],[\"$\",\"p\",\"41\",{\"children\":[[false,\"Adaptability means adjusting to different customer needs and situations and providing personalized solutions. Imagine modifying your approach based on the customer’s technical knowledge. For example, your support agent might offer a detailed step-by-step guide to a novice or a quick fix for a tech-savvy user. \"]]}],[\"$\",\"p\",\"42\",{\"children\":[[false,\"Look at Shep Hyken’s take on \"],[\"$\",\"$L32\",null,{\"href\":\"https://hyken.com/customer-service/guest-blog-creating-customer-service-power-through-increased-adaptability/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"how adaptability in customer service can create powerful customer experiences\"]}]]}],[false,\". \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[false,\"Patience \"]]]}],[\"$\",\"p\",\"44\",{\"children\":[[false,\"Patience is essential when handling customer inquiries and complaints. It allows you to manage difficult situations calmly and achieve positive outcomes. Envision an agent who listens patiently to a lengthy customer complaint and addresses each concern thoroughly. This level of patience can significantly enhance customer satisfaction. \"]]}],[\"$\",\"h4\",null,{\"children\":[null,[[false,\"Product Knowledge \"]]]}],[\"$\",\"p\",\"46\",{\"children\":[[false,\"In-depth product knowledge enables you to provide accurate information and helpful solutions. Imagine how delightful the experience would be when a support agent quickly offers detailed insights about product features and troubleshoots issues effectively. This not only showcases expertise but also instills confidence in the customer.\"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"How Sprinklr AI helps\"]}]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"With customers expecting rapid responses and call volumes growing, personalized and empathetic conversations can sometimes take a back seat, leading to a more transactional approach to customer service. Sound familiar? Here's how to counter this. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Sprinklr's \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/products/customer-service/agent-assist/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[false,\"AI-powered agent assist software\"]]}],[false,\" is designed to bolster live agents during calls and chats, ensuring their focus remains on building customer connections while resolving issues. \"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"Agent assist software\"],[false,\" automatically recommends similar resolved cases, relevant \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/cxm/knowledge-base/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"knowledge base\"]}]]}],[false,\" articles and guided workflows based on the context of the conversation. This enables agents to resolve customer queries 50% faster while still engaging with customers empathetically, ultimately elevating the overall customer experience.\"]]}],[\"$\",\"$L1a\",\"4\",{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/5WJl3yDqksKoMZSwbbAUu9/adf7a8f37630a2f7fe00387268cef0c1/Contextual_recommendations_with_Sprinklr_Service.webp\",\"height\":1373,\"width\":1920,\"alt\":\"Contextual recommendation with Sprinklr Service\"}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"rounded-[8px] overflow-hidden not-prose tablet-sm:flex tablet-sm:max-desktop-sm:max-w-[688px] desktop-sm:max-desktop-lg:max-w-[550px] desktop-sm:w-full\",\"children\":[[[\"$\",\"$L1a\",null,{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/2gk9V32nRlUufYACQApFmQ/b420d90ccbeddde0f787b3d6d3571b7b/Sprinklr_Agent_Assist-Showcase_CTA.jpeg\",\"alt\":\"$undefined\",\"fill\":false,\"width\":5824,\"height\":3264,\"className\":\"max-tablet-sm:h-[170px] tablet-sm:w-[220px] desktop-sm:w-[190px] desktop-lg:w-[316px] object-cover flex-none block\"}],\"$undefined\",\"$undefined\"],[\"$\",\"div\",null,{\"className\":\"p-6 tablet-sm:py-16 tablet-sm:px-10 desktop-sm:py-12 desktop-sm:px-6 desktop-lg:py-11 desktop-lg:px-8 bg-secondaryBlanc flex-1\",\"children\":[[\"$\",\"div\",null,{\"className\":\"text-tablet-sm/heading-5 desktop-lg:text-desktop-large/heading-4\",\"children\":\"Power Up Customer Service with Sprinklr Agent Assist\"}],[\"$\",\"$L19\",null,{\"contentType\":\"cta\",\"id\":\"3zBeGLUQ2EHuy6QcDMzypV\",\"name\":\"Schedule Demo\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Schedule Demo\",\"action\":\"NAVIGATE\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true,\"label\":\"Schedule Demo\",\"className\":\"mt-4\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"Schedule Demo\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default mt-4\"}]}]]}]]}]}]]}]}]}]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-1\",\"className\":\"relative -top-[200px]\"}],[[false,\"How to implement customer orientation\"]]]}],[\"$\",\"p\",\"49\",{\"children\":[[false,\"To better relate to and understand customers, try visualizing the following in the context of your business. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 1: Define customer-centric values\"]]]}],[\"$\",\"p\",\"51\",{\"children\":[[false,\"Begin by defining customer orientation for your organization. Establish the core pillars of customer service and principles that emphasize customer satisfaction and make them a central part of your company culture. Communicate these values clearly across all levels of the organization to ensure everyone is on the same page.\"]]}],[\"$\",\"p\",\"52\",{\"children\":[[false,\"Need inspiration? Check out companies like Ritz-Carlton, renowned for their exceptional customer service values. Their \"],[\"$\",\"$L32\",null,{\"href\":\"https://ritzcarltonleadershipcenter.com/2022/04/06/i-am-proud-to-be-ritz-carlton-a-look-at-our-service-values/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"12 service principles\"]}]]}],[false,\" can be a great starting point!\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 2: Understand your customer \"]]]}],[\"$\",\"p\",\"54\",{\"children\":[[false,\"Now that you've laid the groundwork, it's time to understand your customers truly. Knowing your customers is key to providing excellent service and products that meet their needs. Here's how to go about it: \"]]}],[\"$\",\"p\",\"55\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"📝 Conduct surveys and collect feedback: \"]}],[false,\"Conduct surveys regularly to gauge customer satisfaction and gather feedback. This will give you direct insights into what your customers think and feel about your products and services. \"]]}],[\"$\",\"p\",\"56\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"📊 Segment your customers: \"]}],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-segmentation/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Segment your customers\"]}]]}],[false,\" based on demographics, behavior and preferences. This will help you understand different customer groups and tailor your services to meet their specific needs. \"]]}],[\"$\",\"p\",\"57\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"👥 Leverage trend analysis and create personas: \"]}],[false,\"Use trend analysis methods to identify patterns and trends in customer behavior. Create detailed customer personas to represent different segments of your customer base. This will help you understand the frequency and nature of customer issues across various personas. \"]]}],[\"$\",\"p\",\"58\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🔍 Identify pain points: \"]}],[false,\"For instance, if feedback reveals that many new customers are struggling to set up a key feature, it's a sign that the setup process needs improvement. Identifying these pain points allows you to address them proactively. \"]]}],[\"$\",\"p\",\"59\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🎧Use social listening tools: \"]}],[false,\"Leverage \"],[\"$\",\"$L30\",null,{\"href\":\"/products/consumer-intelligence/social-listening/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"social listening tools\"]}]],\"prefetch\":true}],[false,\" to monitor what your customers say on social channels. This can provide valuable insights into \"],[\"$\",\"a\",null,{\"href\":\"/cxm/customer-sentiment/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer sentiment\"]}]]}],[false,\", whether positive or negative. Sometimes, understanding the overall vibe among your customer base can lead to improvements you never realized were needed.\"]]}],[\"$\",\"p\",\"60\",{\"children\":[[false,\"By thoroughly understanding your customers, you can create more targeted and practical strategies to enhance their experience and meet their needs more effectively.\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 3: Set orientation goals \"]]]}],[\"$\",\"p\",\"62\",{\"children\":[[false,\"Define clear, achievable goals for your customer-orientation efforts. Discuss strategy with key stakeholders, such as department heads, customer service managers and marketing leads, and leverage customer feedback. \"]]}],[\"$\",\"p\",\"63\",{\"children\":[[false,\"These \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-goals/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[false,\"customer service goals\"]],\"prefetch\":true}],[false,\" should align with your overall business objectives. They should be specific, measurable, attainable, relevant and time-bound (SMART). For example, your business goal could be to improve customer satisfaction scores by 10% within six months to enhance customer loyalty. Setting such goals helps you stay focused and measure your progress.\"]]}],[\"$\",\"$L33\",null,{\"containerClassName\":\"cursor-zoom-in\",\"action\":\"OPEN_MODAL\",\"url\":\"\",\"modalContent\":{\"contentType\":\"asset\",\"asset\":{\"id\":\"6edaB6z35m3jRFQWW57ELW\",\"title\":\"SMART goal-setting strategy\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6edaB6z35m3jRFQWW57ELW/bb152045de36d0a7e99bc128d1ea3230/SMART_goal-setting_strategy.jpg\",\"details\":{\"size\":276611,\"image\":{\"width\":2267,\"height\":1231}},\"fileName\":\"SMART goal-setting strategy.jpg\",\"contentType\":\"image/jpeg\"}},\"title\":\"SMART goal-setting strategy\"},\"children\":[\"$\",\"$L1a\",null,{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/6edaB6z35m3jRFQWW57ELW/bb152045de36d0a7e99bc128d1ea3230/SMART_goal-setting_strategy.jpg\",\"alt\":\"SMART goal-setting strategy\",\"fill\":false,\"width\":2267,\"height\":1231,\"className\":\"max-w-full object-contain object-left max-h-[480px] tablet-sm:max-h-[720px] desktop-sm:max-h-[500px] desktop-lg:max-h-[500px]\"}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 4: Recruit the right people \"]]]}],[\"$\",\"p\",\"66\",{\"children\":[[false,\"It's all about the people you hire (we know it sounds cliché?). If you genuinely believe in the power of customer orientation, you need to get your talent acquisition department on the same page as you. Tell them you need team members with a positive attitude and a genuine desire to provide excellent service. They should be the kind of people who go the extra mile to make customers smile, offering unexpected yet logical solutions or remembering a customer's preferences.\"]]}],[\"$\",\"p\",\"67\",{\"children\":[[false,\"On that note, here's what the ideal workforce of a customer-oriented company looks like:\"]]}],[\"$\",\"p\",\"68\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🤴Customer champions:\"]}],[false,\" Look for individuals who are naturally customer-focused and passionate about making others feel good. They should be empathetic listeners who can put themselves in customers' shoes and understand their frustrations. Learn \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/empathy-in-customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"how to show empathy in customer service\"]}]],\"prefetch\":true}],[false,\". \"]]}],[\"$\",\"p\",\"69\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🤵 Communication rockstars:\"]}],[false,\" Excellent communication skills are key! Your customer service crew must be clear, concise and friendly in all interactions, ensuring customers feel heard and understood.\"]]}],[\"$\",\"p\",\"70\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"👷 Problem-solving prodigies:\"]}],[false,\" Life at the pool isn't always sunshine and rainbows. Recruit individuals who tackle customer issues head-on, whether technical glitches or complex complaints.\"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🎤 Unpopular Opinion\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Customer orientation thrives on empowered agents, not robots following scripts. Micromanagement creates robotic interactions, while clear boundaries and autonomy unlock creative problem-solving. The real power of customer service autonomy lies there.\"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Trust agents to navigate within defined boundaries and go the extra mile for customers. Even well-intentioned decisions can have unintended consequences, but blaming agents fosters fear, not solutions. Embrace learning opportunities and empower agents – they'll become your customer champions, building trust and loyalty, the cornerstones of a genuinely customer-oriented business. \"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"Don't you agree?\"]]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\" Step 5: Empower employees through training and tools\"]]]}],[\"$\",\"p\",\"73\",{\"children\":[[false,\"Provide employees with thorough and regular training, including \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/accelerating-time-to-value-with-onboarding/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"tailored onboarding sessions\"]}]],\"prefetch\":true}],[false,\", role-playing exercises and continuous education. \"],[\"$\",\"a\",null,{\"href\":\"/cxm/contact-center-training/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Contact center training\"]}]]}],[false,\" should cover effective and empathetic communication and conflict resolution skills. \"]]}],[\"$\",\"p\",\"74\",{\"children\":[[false,\"In addition, ensuring employees are versed in the existing tech stack is equally essential. Equip your team with in-depth product knowledge so that they become experts on product features, benefits and troubleshooting common issues. Moreover, train them on the \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-workflows/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service workflow\"]}]],\"prefetch\":true}],[false,\" and, most importantly, the \"],[\"$\",\"a\",null,{\"href\":\"/cxm/contact-center-crm/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"contact center CRM system\"]}]]}],[false,\" so that they can confidently provide solutions across calls and \"],[\"$\",\"a\",null,{\"href\":\"/cxm/live-chat-support/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"live chat\"]}]]}],[false,\". \"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Two Cents from Sprinklr\"]}]]}],[\"$\",\"p\",\"1\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Document and share:\"]}],[false,\" Encourage agents to document unique \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/blog/customer-service-scenarios/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service scenarios\"]}]]}],[false,\". Discussing these scenarios during coaching and feedback sessions allows everyone to learn and grow. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Recognize and reward:\"]}],[false,\" Shine a spotlight on agents who go the extra mile for customers! Public recognition and rewards (like a fancy family lunch or tickets to a show) boost morale and motivate others to excel, making everyone feel appreciated and motivated. \"]]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 6: Receive and act on feedback \"]]]}],[\"$\",\"p\",\"77\",{\"children\":[[false,\"Collect customer feedback regularly to understand their needs and experiences, such as their interactions with your product, customer service and overall satisfaction. Use surveys, social media and direct interactions such as follow-up calls or in-person meetings. This will help you gather \"],[\"$\",\"a\",null,{\"href\":\"/cxm/consumer-insights/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"consumer insights\"]}]]}],[false,\" on common pain points and collect suggestions. \"]]}],[\"$\",\"p\",\"78\",{\"children\":[[false,\"Analyzing this feedback helps identify areas for improvement, like streamlining the checkout process or enhancing product features and opportunities to enhance your services. Acting on this feedback shows customers that you value their opinions and are committed to improving their experience.\"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Automate customer feedback with Sprinklr\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Transform how you capture and utilize customer feedback with Sprinklr’s \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/products/customer-service/omnichannel-survey/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"omnichannel survey software\"]}]]}],[false,\". It enables you to track customer sentiments across over 30 digital and social channels, including voice interactions, all in one place. \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[false,\"Leverage AI-powered CSAT predictions to gain deeper insights into customer satisfaction and enhance your service delivery. \"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"Additionally, Sprinklr allows you to seamlessly convert survey questions into interactive \"],[\"$\",\"$L32\",null,{\"href\":\"https://www.sprinklr.com/cxm/what-is-a-chatbot/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"chatbot\"]}]]}],[false,\" conversations, making it easier to gather valuable feedback. By deploying conversational surveys on popular messaging channels, you can significantly increase response rates and capture richer, more actionable customer insights. \"]]}],[\"$\",\"$L1a\",\"4\",{\"src\":\"//images.ctfassets.net/ukazlt65o6hl/3hhareymIDOhZSc1Xm0lae/9bafbc3233a5a9e9c690cc817d049680/Omnichannel_survey_software_powered_by_Sprinklr_Service.webp\",\"height\":2443,\"width\":3840,\"alt\":\"Omnichannel survey software powered by Sprinklr Service\"}],[\"$\",\"$L19\",null,{\"contentType\":\"cta\",\"id\":\"6s899pvv24GDSW1HGnM5z\",\"name\":\"Run Omnichannel Survey Now\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Run Omnichannel Survey Now \",\"action\":\"NAVIGATE\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true,\"label\":\"Run Omnichannel Survey Now \",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"Run Omnichannel Survey Now \"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}]]}]}]}]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 7: Personalize customer interactions \"]]]}],[\"$\",\"p\",\"81\",{\"children\":[[false,\"Tailor your interactions to meet each customer's unique needs. For example, adjust your communication style based on customer preferences, such as offering more technical details for knowledgeable customers and simple explanations for others. \"]]}],[\"$\",\"p\",\"82\",{\"children\":[[false,\"Use data from previous interactions, purchase history and customer preferences to provide personalized service. When recommending products based on past purchases, ensure relevance and timeliness. Make personalized emails stand out by referencing the customer's name and past interactions or purchases.\"]]}],[\"$\",\"p\",\"83\",{\"children\":[[false,\"Offer genuinely beneficial deals, such as discounts on frequently bought items or exclusive access to new products. Personalization makes customers feel valued and increases their satisfaction. \"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 8: Dive into the Data \"]]]}],[\"$\",\"p\",\"85\",{\"children\":[[false,\"You’ve built your dream team, trained and empowered them to be customer champions. But how do you know if you're truly winning at customer orientation? It's time to grab your floaties and dive into the data! \"]]}],[\"$\",\"p\",\"86\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Track the metrics:\"]}],[false,\" Focus on the metrics that matter most – customer satisfaction scores (CSAT) and net promoter scores (NPS). Are your customers happy? Would they recommend your business to their friends and family? These scores give you a clear picture of customer sentiment. \"]]}],[\"$\",\"p\",\"87\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Listen to the chatter:\"]}],[false,\" Numbers are important, but don't forget the power of social media! Use \"],[\"$\",\"$L30\",null,{\"href\":\"/products/consumer-intelligence/social-listening/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"social listening software\"]}]],\"prefetch\":true}],[false,\" to track what customers say about your brand online. Are they raving about their experience or are there areas for improvement? This real-time feedback helps you identify areas to fine-tune your customer orientation strategy. \",[\"$\",\"br\",null,{}],\"\"]]}],[\"$\",\"h3\",null,{\"children\":[null,[[false,\"Step 9: Keep evolving \"]]]}],[\"$\",\"p\",\"89\",{\"children\":[[false,\"Schedule regular reviews to assess your customer service efforts. Are there areas where you can improve communication, streamline processes or offer more personalized service? \"]]}],[\"$\",\"p\",\"90\",{\"children\":[[false,\"The world of customer service is constantly evolving. Stay informed about industry trends and best practices. What are your competitors doing? Are there new technologies or tools that can enhance your customer experience? By staying on top of the latest trends, you can ensure your customer service stays top-notch and becomes your most significant competitive advantage as you grow.\"]]}],[\"$\",\"$17\",null,{\"fallback\":null,\"children\":[\"$\",\"div\",null,{\"className\":\"w-full bg-oceanBridgeBottomRight p-0.5 rounded-[8px]\",\"children\":[\"$\",\"div\",null,{\"className\":\"p-6 rounded-[6px] bg-ivory prose-p:min-h-0\",\"children\":[\"$\",\"div\",null,{\"className\":\"space-y-4 prose-p:min-h-[1em] prose-ul:[list-style:initial] prose-ol:[list-style:decimal] prose-ul:ps-[1.4em] prose-ol:ps-[1.4em] prose-ul:space-y-4 prose-ol:space-y-4\",\"children\":[[\"$\",\"p\",\"0\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Customer orientation is impossible without a VoC program\"]}],[false,\" \"]]}],[\"$\",\"p\",\"1\",{\"children\":[[false,\"Here’s how a voice of customer program can support your customer orientation efforts: \"]]}],[\"$\",\"p\",\"2\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🔎 Pre-implementation\"]}],[false,\" \"]]}],[\"$\",\"p\",\"3\",{\"children\":[[false,\"Before rolling out new strategies, use VoC programs to gain a deep understanding of customer pain points and unmet needs. This insight ensures that your strategies are based on customer feedback, setting a solid foundation for success. \"]]}],[\"$\",\"p\",\"4\",{\"children\":[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"🔧 During implementation\"]}],[false,\" \"]]}],[\"$\",\"p\",\"5\",{\"children\":[[false,\"Continuously gather feedback to monitor the impact of your efforts on customers. This real-time feedback allows you to make necessary adjustments and improvements, ensuring that your customer orientation initiatives are on the right track. \"]]}],[\"$\",\"p\",\"6\",{\"children\":[[false,\" \"],[\"$\",\"strong\",\"1\",{\"className\":\"font-bold\",\"children\":[false,\"🔭 Post-implementation\"]}],[false,\" \"]]}],[\"$\",\"p\",\"7\",{\"children\":[[false,\"After implementing new strategies, VoC programs should be used to measure their effectiveness. Assess how well your efforts align with customer expectations and identify areas for further refinement to enhance overall customer satisfaction.\"]]}],[\"$\",\"p\",\"8\",{\"children\":[[false,\"Integrating a VoC program into your customer orientation strategy creates a feedback loop that drives continuous improvement and ensures your initiatives truly resonate with your customers. \"]]}]]}]}]}]}],[\"$\",\"h2\",null,{\"children\":[[\"$\",\"span\",null,{\"id\":\"toc-2\",\"className\":\"relative -top-[200px]\"}],[[false,\"Achieving customer orientation with Sprinklr\"]]]}],[\"$\",\"p\",\"93\",{\"children\":[[false,\"Let's rewind a bit. Remember that one customer service experience that left you feeling like your voice wasn't heard? We've all been there. But here's the thing, your customers should never feel that way about your brand!\"]]}],[\"$\",\"p\",\"94\",{\"children\":[[false,\"Today, customers expect personalized, empathetic interactions that resolve their issues quickly. However, many businesses struggle to meet these expectations due to outdated systems and limited insights. \"]]}],[\"$\",\"p\",\"95\",{\"children\":[[false,\"Enter \"],[\"$\",\"$L30\",null,{\"href\":\"/products/customer-service/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"Sprinklr Service\"]}]],\"prefetch\":true}],[false,\", a game-changing \"],[\"$\",\"$L30\",null,{\"href\":\"/blog/customer-service-software/\",\"className\":\"font-semibold text-primaryOceanBlue hover:underline\",\"isExternalLinkIgnoredForSEO\":true,\"children\":[[\"$\",\"u\",\"0\",{\"children\":[false,\"customer service software\"]}]],\"prefetch\":true}],[false,\" solution. Unlike traditional systems, Sprinklr's comprehensive suite is powered by AI, enabling you to not just understand but anticipate customer needs and consistently deliver exceptional service.\"]]}],[\"$\",\"p\",\"96\",{\"children\":[[false,\"Imagine: \"]]}],[\"$\",\"ul\",\"97\",{\"children\":[[\"$\",\"li\",\"0\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Streamlined operations:\"]}],[false,\" Freeing your team to focus on building relationships by automating routine tasks. \"]]]}],[\"$\",\"li\",\"1\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Enhanced personalization:\"]}],[false,\" Providing empathetic support tailored to each customer's unique needs.\"]]]}],[\"$\",\"li\",\"2\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Improved responsiveness:\"]}],[false,\" AI-driven recommendations and omnichannel support ensure no query goes unanswered. \"]]]}],[\"$\",\"li\",\"3\",{\"className\":\"m-0 p-0\",\"children\":[[[\"$\",\"strong\",\"0\",{\"className\":\"font-bold\",\"children\":[false,\"Actionable insights:\"]}],[false,\" Continuously refine your strategies based on customer feedback and interaction data.\"]]]}]]}],[\"$\",\"p\",\"98\",{\"children\":[[false,\"Don't let customer service challenges hold your business back. Schedule a demo with our experts this week and discover how AI can transform your approach to customer orientation!\"]]}],[\"$\",\"$L19\",null,{\"contentType\":\"cta\",\"id\":\"6fE3ZT6pzPUhrifxsJhbW\",\"name\":\"Schedule My Sprinklr Service Demo\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Schedule My Sprinklr Service Demo\",\"action\":\"NAVIGATE\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true,\"label\":\"Schedule My Sprinklr Service Demo\",\"containerClassName\":\"block mx-auto w-fit\",\"children\":[\"$\",\"div\",null,{\"children\":[null,[\"$\",\"span\",null,{\"children\":\"Schedule My Sprinklr Service Demo\"}]],\"className\":\"spr-btn spr-btn-primary spr-btn-default\"}]}],[\"$\",\"$L34\",null,{\"contentType\":\"templateAccordion\",\"id\":\"6VyICxY7Qb4QEJMtQli22o\",\"name\":\"Customer Orientation: An 8-Step Guide (+ Examples)-FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"3vj0qOtoubMYBEgGhaoKIG\",\"name\":\"How does customer orientation impact customer loyalty?\",\"title\":\"How does customer orientation impact customer loyalty?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer orientation boosts customer loyalty by meeting their needs and exceeding expectations. 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Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is customer focus?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer focus is a business approach that keeps your customers' needs, preferences and satisfaction at the center of your strategies and operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It goes beyond just delivering a product or service—it's about building a company culture centered around truly understanding your customers, fostering meaningful relationships with them and providing exceptional experiences that \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/building-customer-loyalty/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"build customer loyalty\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer focus isn't relegated to an organization's singular department or function. The following examples illustrate the importance of customer focus in various areas of a business: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Product development:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" In product development, customer focus entails crafting solutions that directly address customer pain points and aspirations. \\n\\nConsider a software company developing a new project management tool. While focusing on customers, the product team conducts extensive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/market-research/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"market research\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and collects feedback from potential users. They discovered that many users struggle with task prioritization and team collaboration. In response, the team implements customizable priority levels and real-time collaboration functionalities, directly addressing these pain points. This customer-centric approach ensures that the final product resonates deeply with the target audience, increasing adoption and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sales and marketing:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Customer focus permeates every stage of the sales and marketing journey. From personalized outreach and tailored messaging to nurturing relationships post-purchase, these departments strive to align their efforts with customers' needs and preferences, ultimately creating \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/brand-advocates/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"brand advocates\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer support:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Customer support is the front line in delivering exceptional customer experiences. Through prompt query resolution, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-empathy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer empathy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and proactive assistance, support teams not only resolve issues but also reinforce customer trust and satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Research and development (R\u0026D):\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" R\u0026D endeavors guided by customer focus yield innovations that directly address market demands and preferences. \\n\\nTake the automotive industry as an example. A car manufacturer prioritizes customer focus in its R\u0026D efforts. Analyzing customer feedback and market trends, they identify a growing demand for electric vehicles (EVs) with longer battery life and faster charging capabilities. In response, the R\u0026D team focuses on developing advanced battery technology that significantly extends the range of EVs and reduces charging times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer success:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Through proactive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", personalized guidance and value-driven initiatives, customer success teams ensure that customers derive maximum value from the product or service, fostering strong partnerships. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How does customer focus differ from customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer focus requires enterprise leaders to embed a customer-centric mindset throughout the organization, from frontline staff to C-suite executives. Essentially, it functions as a compass that steers how businesses operate and make decisions, ensuring that customer satisfaction remains paramount in all endeavors. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In contrast, customer experience embodies the outcome of a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-mindset/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service mindset\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". It encompasses every interaction, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-touchpoints/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer touchpoint\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and customer engagement with the business and reflects how well the organization meets or exceeds customer expectations at every stage of the customer journey.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Why must businesses build customer-focus\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you prioritize understanding and satisfying customer needs, you stand poised for sustainable growth and success. Here are other compelling reasons why cultivating customer focus is essential: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Drive customer satisfaction: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"One key reason customer focus is crucial is that it helps you drive customer satisfaction by truly understanding your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/audience-targeting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"target audience\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". You can gain insights into customer behaviors, preferences and pain points by investing time and resources into market research, collecting customer feedback and analyzing data. This knowledge allows you to tailor your products, services and marketing strategies to meet and exceed your customers' needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Retention and loyalty: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Building solid and lasting customer relationships is critical to a successful business strategy. In today's market, customers have more choices than ever and they expect personalized experiences, exceptional \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and brands that genuinely care about their needs. By prioritizing these elements, you can increase \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and build strong customer loyalty, ultimately setting your business up for long-term success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"67ioDJKFQ2kl9mRvS4KVqN\",\"title\":\"Retention and loyalty\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💡Businesses that approach each touchpoint — from initial interactions to post-purchase support — with a sharp customer focus are more likely to create positive experiences and forge emotional connections with their audience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Competitive advantage: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"In a crowded marketplace where products and services can appear similar, customer service and support level become key differentiators. By prioritizing customer focus and meeting and exceeding customer expectations, you can stand out as a leader in your industry, gaining a competitive edge and attracting more customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Reputation and brand Equity:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Businesses renowned for their customer focus enjoy a strong reputation and enhanced brand equity. Positive customer experiences create a ripple effect, bolstering brand perception and attracting new customers through positive word-of-mouth referrals. Conversely, neglecting customer needs can erode brand trust, jeopardizing your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/brand-reputation-management/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"brand reputation management\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" efforts. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Good Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/build-brand-equity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"5 Steps to Build Brand Equity Using AI-driven Insights\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"9 tips to build a customer-focused business\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To build a customer-focused business, you must ensure every department in your company works towards it, with each step centered around customers’ best interests. The tips and examples below will help you understand how to achieve client-centricity. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. Understand customer requirements\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Develop a comprehensive understanding of your customers by actively engaging in market research. Identify their preferences, pain points and expectations through \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", focus groups and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"analyzing sentiments\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" across \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", including social media. Analyze purchasing patterns and trends to anticipate evolving needs, ensuring your products or services align with customer expectations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By actively engaging in market research and analyzing customer feedback, you can stay attuned to evolving trends and consistently deliver value, creating positive experiences that resonate with your audience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. Develop a customer-centric culture\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Instill a customer-centric mindset at every level of your organization, from frontline employees to senior leadership. Emphasize the importance of understanding customer needs, empathizing with their challenges and prioritizing their satisfaction in all business decisions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Similarly, effective collaboration between departments is critical for delivering cohesive and integrated solutions to clients. Break down silos and encourage cross-functional teamwork to ensure a seamless and unified approach to serving client needs and delivering value. This approach reinforces a commitment to providing value throughout the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3. Gather customer feedback regularly \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer feedback is not a one-time transactional activity. Establish a systematic approach to collecting customer feedback on an ongoing basis. Utilize surveys, feedback forms and online reviews to gather running insights into customer experiences with your services and products. Act promptly on this feedback to address concerns, make improvements and demonstrate to customers that their opinions are valued and drive positive change. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📣Spread the word:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Sprinklr's \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/omnichannel-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel survey software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" makes it possible to track customer feedback across more than 30 digital and social channels, including voice. Additionally, customer service leaders can use AI to monitor conversations for various signals and even predict CSAT scores in real time for ongoing discussions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2UqtCw8EFDft2dZAM8b3Nr\",\"title\":\"Sentiment Prediction with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2UqtCw8EFDft2dZAM8b3Nr/ebf2763f59cd2c0426db520f56cf84e3/Live_CSAT_Prediction_with_Sprinklr_Service.webp\",\"details\":{\"size\":225392,\"image\":{\"width\":1920,\"height\":1284}},\"fileName\":\"Live CSAT Prediction with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"7xJP2dAYxWO82KrLPOvmE9\",\"name\":\"Create Omnichannel Survey Now\",\"type\":\"BUTTON\",\"text\":\"Create Omnichannel Survey Now \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4. Personalize customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This may be an obvious step, but it's critical to leverage data to personalize customer interactions. Ensure your communication messages, promotions and recommendations are tailored to individual preferences, purchase history and behavioral data. This personalization enhances the overall user experience and strengthens the emotional connection between the customer and your brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Example:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"An online grocer leverages customer data to provide personalized recommendations based on a customer's weekly purchasing habits and food preferences. This helps create a unique, customized shopping experience that convinces customers that they are in the right hands. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. Empower front-end teams\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Invest in comprehensive training programs for front-end teams, including sales and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Consider providing them with the necessary tools, knowledge and autonomy to handle customer interactions effectively. Equally important is demonstrating how customer focus drives positive outcomes for them and the business. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💡Pro Tip:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Do you know that contact centers are facing increasing pressure to handle a growing number of calls while providing empathetic customer service and ensuring \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/first-contact-resolution/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"first-contact resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"? The good news is that modern \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-assist/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"AI-powered agent assist software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offers a solution to this challenge. This innovative software provides agents with real-time suggestions for the next best action, similar resolved cases and relevant knowledge base articles during live calls. This enables agents to enhance the customer experience, reduce the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"average handle time\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and ensure compliance with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/service-level-agreement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"service level agreements (SLAs)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"4bvJX1Cyiom3UG3HLgglop\",\"title\":\"Contextual Recommendation to Agents During Live call with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4bvJX1Cyiom3UG3HLgglop/e054d64d7fd66fbf3ed00e69476fc699/Contextual_Recommendation_to_Agents_During_Live_call_with_Sprinklr_Service.webp\",\"details\":{\"size\":306138,\"image\":{\"width\":1920,\"height\":1373}},\"fileName\":\"Contextual Recommendation to Agents During Live call with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"HFqAYm5PhDyfZB3wyEOjz\",\"name\":\"See Sprinklr Agent Assist in Action\",\"type\":\"BUTTON\",\"text\":\"See Sprinklr Agent Assist in Action\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"6. Prioritize customer education\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Break away from the mold that forces customer-brand interactions to be purely transaction. Customer focus means that brands must strive to add value to their customers even when they are not buying. You can do this by providing educational resources to empower customers. Develop comprehensive guides, tutorials and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to help customers better understand your products or services. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By actively educating your customers, you equip them to make informed decisions and maximize the value they receive. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Example: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"A fitness equipment brand offers online tutorials and guides to educate customers on the best workouts, targeted exercise videos and healthy meal plans. This builds customer loyalty and helps readers get the most out of their purchases. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"7. Measure and monitor key customer service metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Establish clear \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for measuring customer satisfaction, retention and loyalty. Regularly track and analyze these metrics to gauge performance, identify areas for improvement and make data-driven decisions to enhance the overall client experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Good to know: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"With modern \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"AI-powered reporting and analytics software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you gain actionable insights into your business operations at multiple levels. You can track key customer service metrics effortlessly, respond to critical events and deliver exceptional customer service in real-time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6675zd8x2mLlQgUCM1bnuq\",\"title\":\"Agent Performance Dashboard Powered by Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6675zd8x2mLlQgUCM1bnuq/e7dd4166fbe206d425ff53a213e7502f/Agent_Performance_Dashboard_Powered_by_Sprinklr_Service.webp\",\"details\":{\"size\":171632,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"Agent Performance Dashboard Powered by Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"3DgED5zSoXnI6rDKf6qg0T\",\"contentEntryTitle\":\"Track Customer Service Metrics Now with Sprinklr Service\",\"headline\":\"Track Customer Service Metrics Now with Sprinklr Service\",\"cta\":{\"contentType\":\"cta\",\"id\":\"6j32EuGkgzlidONtlvbPi9\",\"name\":\"Track Customer Service Metrics Now with Sprinklr Service\",\"type\":\"BUTTON\",\"text\":\"Know More\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"6VEnylhRxZu9ipZGtnI1iR\",\"name\":\"Demo - Sprinklr Service \",\"asset\":{\"id\":\"6suYeZTBUTAfuHMEld7diK\",\"title\":\"Sprinklr Service Demo Day 2x\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6suYeZTBUTAfuHMEld7diK/7f8010e16862afd230e310915c2dbea7/Sprinklr_Service_Demo_Day_2x.png\",\"details\":{\"size\":2755555,\"image\":{\"width\":2160,\"height\":1440}},\"fileName\":\"Sprinklr_Service_Demo_Day_2x.png\",\"contentType\":\"image/png\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":true,\"hasRoundedCorners\":true,\"hasDropShadow\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"8. Celebrate and showcase client success stories\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Highlighting client success stories and testimonials showcases the value of your offerings and reinforces your commitment to client satisfaction. Celebrate client achievements and milestones, showcasing the tangible impact of your partnership on their business success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"9. Create employee incentives for increased customer focus\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"One of the ways to build a customer-centric culture is by linking employee incentives to customer satisfaction scores. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Acknowledge and reward exceptional customer service through bonuses, recognition programs or generous performance evaluations. You can also encourage a proactive approach to meeting customer needs by linking these rewards to customer-centric behaviors like better listening skills and in-depth research about a customer. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Incentivized employees are more likely to go the extra mile, ensuring customers feel valued and supported. Ultimately, a customer-focused workforce drives repeat purchases and promotes sustained growth for your business. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5 Examples of customer-focused businesses \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consistent efforts and improvements are essential to build a customer-focused brand. Let's explore brands that prioritize their customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Slack\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"76yikhkZWdyr6RahgIP8QA\",\"title\":\"5 examples of customer focused business - Slack\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/76yikhkZWdyr6RahgIP8QA/28208f8af7f453ced9e7128f272ffebf/5_examples_of_customer_focused_business_-_Slack.jpeg\",\"details\":{\"size\":7141307,\"image\":{\"width\":5472,\"height\":3648}},\"fileName\":\"5 examples of customer focused business - Slack.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Slack stands out as an example of putting customers first. It all started with identifying a familiar frustration – the chaos of internal communication and never-ending email threads within organizations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Listening to customers has been Slack's guiding principle. Instead of just chasing profits, it prioritizes customer metrics such as NPS and CES. This customer-centric approach has proven successful, and Slack serves millions of daily users. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Starbucks\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5gUlGcME1DGKljPV9Ywq0M\",\"title\":\"5 examples of customer focused business - Starbucks\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5gUlGcME1DGKljPV9Ywq0M/1f449d0cf76fab7562d1e9183023cfe3/5_examples_of_customer_focused_business_-_Starbucks.jpeg\",\"details\":{\"size\":7133179,\"image\":{\"width\":6000,\"height\":4000}},\"fileName\":\"5 examples of customer focused business - Starbucks.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Listening to customers influenced Starbucks' ordering procedure. Since its clients frequently rush to get a coffee before heading to work or school, the company incorporated quick mobile ordering through its app. Customers can then pick up their orders without having to wait in line. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"However, Starbucks continues to provide in-store ordering to avoid losing clients who prefer a more relaxed and casual cafe experience. It also developed a loyalty program to express gratitude to its regular clients.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Google\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6FS70RbeP8T15o99Fmh87A\",\"title\":\"5 Examples of Customer focused Businesses - Google\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6FS70RbeP8T15o99Fmh87A/b427bdd374ae5a9345f68282e87a9a6a/5_Examples_of_Customer_focused_Businesses_-_Google.png\",\"details\":{\"size\":286121,\"image\":{\"width\":2735,\"height\":1562}},\"fileName\":\"5 Examples of Customer focused Businesses - Google.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://about.google/intl/ALL_in/philosophy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Google cares a lot about its users, and its motto, \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Focus on the user and all else will follow\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" shows that. It pays attention to how people use its services and makes its search engine fast by adjusting things in the background. Google is constantly revising its search engine algorithm so users have the best, most value-added and intuitive experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This commitment to making users happy has made Google the top choice for technology. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Amazon\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"4m1tMsW1DOZf8hqs5BHtL5\",\"title\":\"5 examples of customer focused business - Amazon\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4m1tMsW1DOZf8hqs5BHtL5/8734c347fa9620671e429606746d6cf0/5_examples_of_customer_focused_business_-_Amazon.jpeg\",\"details\":{\"size\":1581742,\"image\":{\"width\":3130,\"height\":2086}},\"fileName\":\"5 examples of customer focused business - Amazon.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon's commitment to putting customers first is evident in founder Jeff Bezos' \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.cbsnews.com/news/amazons-jeff-bezos-looks-to-the-future/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"words\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"I would define Amazon by our big ideas, which are customer centricity, putting the customer at the center of everything we do.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"\\\" The company has mastered the art of enhancing customer experience in various ways: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon streamlines the ordering process, ensuring it's quick and straightforward. Its emphasis on fast and hassle-free delivery has set a hard-to-beat benchmark for customer convenience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The company actively leverages customer data to provide personalized experiences. Shoppers receive real-time assistance with product selections based on their browsing and buying history, making each interaction tailored to the individual. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon goes the extra mile to assist customers in finding the best deals. Whether through promotions, discounts or recommendations, the focus is on ensuring customers feel they are getting the best value for their money. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"McDonald's\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2VxuOkO8DvaQSW8cwsXMbT\",\"title\":\"5 examples of customer focused business - McDonalds\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2VxuOkO8DvaQSW8cwsXMbT/e0e75991c615bc88566847689203060e/5_examples_of_customer_focused_business_-_McDonalds.jpeg\",\"details\":{\"size\":4826315,\"image\":{\"width\":3200,\"height\":2157}},\"fileName\":\"5 examples of customer focused business - McDonalds.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When Steve Easterbrook became McDonald's CEO in 2015, he ushered in a new era of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer-centricity\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Battling stiff competition and changing consumer preferences, McDonald's adopted a proactive approach, actively seeking and acting on customer feedback. Using channels like social media and online surveys, the fast-food giant identified customer desires, introducing healthier menu options, localized food options in countries, extended opening hours and the popular 'All Day Breakfast' in select US stores. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This customer-focused strategy, grounded in social listening data, addressed evolving preferences and revitalized McDonald's in the competitive fast-food landscape. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Prioritizing customer needs is not just about delivering products or services; it's about cultivating lasting relationships that drive advocacy and foster brand loyalty. By adopting a customer-focused approach, you can become a better listener, a more empathetic provider and a trusted name in your customers' eyes. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The guide provides a practical roadmap to help you build a customer-focused culture with tangible outcomes. To take the next step in implementing these strategies and transforming your business, consider scheduling a consultation with our team today. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"6NBeeYqRj9oxihcCFrnztM\",\"name\":\"Schedule a Demo of Sprinklr Service\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Schedule a Demo of Sprinklr Service\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"bottomMargin\":\"SMALL\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templatePostPageFaqSection\",\"id\":\"286PV3FhWnyTtG58AM7xm2\",\"title\":\"Frequently Asked Questions\",\"faqSection\":{\"contentType\":\"templateAccordion\",\"id\":\"52vcfqz37sdqAVyTFizC4F\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"6vwGVYjKX5DbyaiZK15q0F\",\"name\":\"What are the three levels of customer focus? \",\"title\":\"What are the three levels of customer focus?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer focus comprises the following three levels: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gathering customer inputs such as pain points, aspirations and expectations \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aligning the company culture to serve customer needs consistently and effectively \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Delivering tangible value through improvements, new features and flexibility \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"7di2gS2lfCMtLR3nWg2qLk\",\"name\":\"How can businesses develop a strong customer focus?\",\"title\":\"How can businesses develop a strong customer focus?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Businesses can develop strong customer focus by actively listening to customer feedback, understanding their needs, and aligning products or services accordingly. It involves fostering a customer-centric culture throughout the organization, prioritizing customer satisfaction, and consistently seeking ways to improve the overall customer experience. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3O7CsLbVVH3NirxNHI5PCC\",\"name\":\"What role does technology play in enhancing customer focus? \",\"title\":\"What role does technology play in enhancing customer focus? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Technology plays a crucial role in enhancing customer focus by providing tools and platforms for better communication, personalization, and efficiency. It enables businesses to gather and analyze customer data, track interactions across various channels, and deliver tailored solutions. From AI-powered chatbots to customer relationship management systems, technology streamlines processes and enables businesses to respond promptly to customer needs.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}}},\"content\":[],\"nodeType\":\"embedded-entry-block\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"default-cxm-image\",\"title\":\"Sprinklr Logo\",\"file\":{\"details\":{\"image\":{\"width\":1080,\"height\":1080}},\"url\":\"https://www.sprinklr.com/spr-og.png\"}},\"slug\":\"/cxm/customer-focus/\"},{\"id\":\"5lG0GUDqJDODcePxVXROyF\",\"title\":\"7 steps to develop a customer-centric strategy\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"6wIC4lQbxTeDpP8bdwa7Jj\",\"authorName\":\"Bishakh Dutta\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"2QHeJl6NUJFY7iPFWAwqQd\",\"seoTitle\":\"Bishakh Dutta\",\"seoDescription\":\"Get the latest articles and insights from Bishakh Dutta. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Bishakh Dutta\",\"isNoIndex\":true},\"person\":{\"contentType\":\"person\",\"id\":\"QSfkFsKk4gx95kUOPQMn4\",\"entryTitle\":\"Bishakh Dutta\",\"name\":\"Bishakh Dutta\",\"title\":\"Guest Contributor\",\"companyDivision\":\" \",\"image\":{\"id\":\"dCuvmigPZb7VfDdtVLLk9\",\"title\":\"⁠Bishakh Dutta\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/dCuvmigPZb7VfDdtVLLk9/17fd13e818d2239e6a36c49054b28355/_Bishakh_Dutta.jpeg\",\"details\":{\"size\":217440,\"image\":{\"width\":1428,\"height\":1600}},\"fileName\":\"⁠Bishakh Dutta.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bishakh Dutta is a curious individual who loves to codify complex topics and present them in a simple yet engaging manner. Professionally, he has 3+ years of creating content for the e-commerce and SaaS industry. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"bishakh-dutta\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"7aNfXKcvsIqJJ0ukFIvluk\",\"authorName\":\"Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Gone are the days when a superior product or service was the ultimate key to success. In today's dynamic marketplace, customers demand more—much more. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"They yearn for personalized experiences, seamless interactions and the assurance that their unique needs are not just understood but anticipated and addressed proactively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To meet these expectations head-on, you must relentlessly focus on the customer and embed customer-centric strategies throughout your operations, from product development to service delivery and support. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This blog post will provide a comprehensive roadmap, guiding you through each step necessary to develop a robust customer-centric strategy. Let's dive in. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is a customer-centric strategy?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A customer-centric strategy is a business approach that puts customers at the core of all decision-making processes. It entails a granular understanding of customer behavior, preferences and pain points, focusing on tailoring experiences to meet their expectations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At its core, a customer-centric strategy involves a deep immersion into the customer experience, primarily facilitated through robust \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-operations/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center operations\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". You can tailor your offerings and interactions to meet and exceed customer expectations by actively listening to customer feedback, analyzing behavioral data and anticipating evolving needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Importance of customer-centric strategies \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The significance of adopting a customer-centric strategy cannot be overstated. Whether aiming to foster brand loyalty, enhance \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" or gain a competitive edge, prioritizing the customer experience through contact center services is paramount for organizational growth. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here are several compelling benefits that brands reap when they prioritize customers:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Boosts retention\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": While customers may initially purchase products or services, their experience determines whether they return. Integrating customer-centricity across every \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-touchpoints/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer touchpoint\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" fosters a strong brand perception, signaling to customers that their needs are valued. This concerted effort \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-reduce-customer-churn/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"reduces customer churn rates\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and improves retention over time.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Increases customer lifetime value\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Satisfaction breeds loyalty and loyal customers are valuable assets. Research suggests that loyal customers are worth up to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.experian.com/blogs/insights/customer-loyalty-using-data-to-keep-the-love-alive/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"ten times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" more than their initial purchase. By consistently delivering exceptional experiences, you can significantly increase \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-lifetime-value/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer lifetime value\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Enhances brand reputation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Customer-centric contact centers are pivotal in shaping brand reputations. When customers consistently receive exemplary service and support, they become ambassadors for the brand, sharing positive experiences with others. This word-of-mouth advocacy drives referrals and bolsters brand credibility and trustworthiness. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Top 5 challenges of becoming a consumer-centric company\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While the benefits of embracing a customer-centric approach are clear, the journey toward achieving this goal is not without its challenges. Here are the top five obstacles that you may face:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Cultural shift\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Transitioning to a customer-centric mindset often requires a significant cultural shift within the organization. It entails moving away from traditional siloed structures and fostering a company-wide commitment to prioritizing the customer experience. Resistance to change and ingrained processes can hinder progress in this regard.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Data integration and analysis\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Effective customer-centricity relies on the seamless integration and analysis of vast amounts of data from various sources. However, many organizations struggle with fragmented data systems and siloed departments, making it difficult to gain a comprehensive understanding of the customer journey. Furthermore, extracting actionable insights from data requires sophisticated analytics capabilities, which may be lacking. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Resource allocation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Implementing customer-centric strategies often necessitates reallocating resources and investments. This may involve restructuring budgets, reallocating personnel and investing in new technologies and training programs. Limited resources and competing priorities can present challenges in this regard, particularly for organizations with entrenched processes and budget constraints. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Consistency across channels\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Delivering a seamless customer experience across multiple \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-channels/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and touchpoints is essential for customer-centricity. However, ensuring consistency can be challenging if you run with disparate systems and communication channels. Misalignment between online and offline \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", inconsistent messaging and disjointed experiences can erode trust and loyalty among customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Measuring success\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Quantifying the impact of customer-centric initiatives and measuring success can be elusive for many organizations. While traditional metrics like sales revenue and customer satisfaction scores provide valuable insights, they may not capture the full extent of the customer experience. Identifying and tracking key performance indicators (KPIs) that align with broader business goals and customer outcomes is crucial but often complex.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"7 Tips to build an effective customer-centric strategy \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To truly embrace \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer-centricity\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", your business must commit across all levels to prioritizing the success and satisfaction of your customers. Here are 7 tips you can follow to consolidate this commitment: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 1: Predict customer needs \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To truly embody customer-centricity, you must proactively anticipate and meet your customers' evolving needs. Predicting these needs requires a multifaceted approach integrating \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/market-research/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"market research\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", data analysis and advanced technologies.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key steps in predicting customer needs include: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Monitoring industry trends\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Staying abreast of industry developments and emerging trends allows you to anticipate shifts in customer preferences and adapt their offerings accordingly.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Listening to customer feedback\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Actively soliciting and analyzing customer feedback provides invaluable insights into pain points, preferences and areas for improvement. This qualitative data complements quantitative analysis, offering a holistic view of customer needs.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tracking website browsing behavior\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Utilizing web analytics tools enables you to track user behavior on your website, including page views, click-through rates and navigation patterns. This data helps identify areas of interest and potential purchasing intent.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Engaging on social media platforms\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Social media platforms serve as rich sources of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/consumer-insights/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"consumer insights\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", offering real-time feedback, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-engagement-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer engagement metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Monitoring social media conversations allows you to identify emerging trends, address customer concerns and engage in proactive outreach. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By leveraging tools equipped with predictive analytics and machine learning algorithms, you can synthesize these diverse data sources to forecast future customer needs accurately. For example, an e-commerce retailer can utilize machine learning algorithms to analyze browsing history, identify product preferences and anticipate potential purchase decisions.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 2: Implement a seamless onboarding process\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Did you know that over \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.wyzowl.com/customer-onboarding-statistics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"90%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of customers believe companies could improve their onboarding processes?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"An effective onboarding process is essential for guiding customers through initial interactions with your product or service. It involves educating customers about key features, providing personalized guidance and addressing common pain points to ensure a smooth transition and maximize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To implement a seamless onboarding process, consider the following strategies: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Educate about key features\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Provide clear and concise information about your product's key features and functionalities. Use interactive tutorials, videos or walkthroughs to demonstrate how customers can get the most out of your product. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Personalize guidance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Tailor the onboarding experience to each customer's needs and preferences. Use data insights to deliver personalized recommendations, tips and support throughout onboarding. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Address and keep track of common pain points\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Anticipate and address common challenges or concerns that customers may encounter during the onboarding process. Provide proactive support and resources to help customers overcome obstacles and achieve their desired outcomes.\\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2A7tbzjsxMOEk43YmA719h\",\"title\":\"Pro Tip\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Pro tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" If you operate in the B2B domain, assign a dedicated account manager and tailor the onboarding process to each customer's needs and preferences. Consider incorporating multimedia elements such as videos, animations and quizzes. Offer opportunities for hands-on learning and experimentation within your tutorials and onboarding journeys. \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 3: Collect customer feedback \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A comprehensive understanding of customer needs and expectations is foundational to a customer-centric strategy. Collecting customer feedback is vital for obtaining insights directly from the source.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key strategies for collecting customer feedback include:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Utilizing diverse channels\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Beyond traditional \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and feedback forms, leverage various channels to capture \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer sentiment\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Monitor social media platforms, online reviews and community forums to gather real-time customer feedback and insights across diverse digital touchpoints. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Studying customer support interactions\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-interaction-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer interaction analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offer invaluable opportunities to glean insights into customer pain points, preferences and areas for improvement. Analyze customer inquiries, complaints and feedback from support channels to identify recurring themes and proactively address underlying issues. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Leveraging quantitative data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Quantitative data derived from surveys and measurable metrics provides valuable quantitative insights into customer satisfaction levels, product performance and service quality. Utilize this data to track key performance indicators and benchmark performance against established targets. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Employing qualitative methods\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": In addition to quantitative data, employ qualitative methods such as focus groups, interviews and open-ended survey questions to gain deeper insights into customer needs and preferences. Conducting sentiment analysis using machine learning, statistics and natural language processing (NLP) techniques enables you to uncover underlying sentiments and emotions expressed by customers in their feedback.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2yGHRFDLmZJsv7o5GbpH2y\",\"title\":\"Do you know\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Do you know\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Modern \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/omnichannel-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel survey software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" automatically converts survey questions to a conversation that a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-a-chatbot/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"chatbot\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can execute and ask relevant questions to gather feedback. You can run these conversational surveys on 30+ digital and social channels to boost the survey response rate.\\n \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ready to Use:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"What is Customer Satisfaction Survey [Questions + Template]\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6xHl9bJBPVOCE8ON4b4bo6\",\"title\":\"Conversational survey with Sprinklr omnichannel survey software\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6xHl9bJBPVOCE8ON4b4bo6/3e848fdffe37674d123928c68bba2160/Conversational_survey_powered_by_Sprinklr_Service.webp\",\"details\":{\"size\":172454,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"Conversational survey powered by Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"6lP2GFPMbvLvT8BqJsiO8N\",\"name\":\"Run Omnichannel Survey Now\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Run Omnichannel Survey Now\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 4: Personalize customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In today's hyper-connected world, customers expect personalized experiences catering to their preferences and needs. Personalizing the customer experience involves leveraging data and technology to deliver tailored interactions across various touchpoints. \\n \\nHere's how you can personalize customer experience: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Utilize customer data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Collect and analyze customer data to gain insights into their preferences, behaviors and purchasing patterns. The power of customer data lies in its ability to provide you with a comprehensive understanding of your customers, enabling you to build detailed customer profiles and deliver personalized experiences. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Implement personalized marketing campaigns\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The effectiveness of personalized \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/advertising-campaigns/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"advertising campaigns\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is proven. They allow you to tailor messaging, content and offers to align with the interests and preferences of each \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/audience-targeting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"target audience\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", increasing the chances of conversion. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Deploy product recommendations\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Leverage recommendation engines and collaborative filtering algorithms to deliver personalized product recommendations to customers. Analyze past purchase history, browsing behavior and demographic data to suggest relevant products and services, enhancing cross-selling and upselling opportunities. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Deliver targeted communications\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Utilize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/email-marketing/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"email marketing\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", SMS campaigns and push notifications to deliver targeted communications to customers based on their preferences and behaviors. Customize messaging, timing and content to maximize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and drive desired actions.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"4QHuXM4j51nus4mEmo5I08\",\"title\":\"Action Plan\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📌 Action Plan\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to start with omnichannel personalization?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💻 Centralize customer data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Aggregate data from all touchpoints to create a unified customer profile. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🎨 Standardize branding\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Establish clear brand guidelines for messaging and visuals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤖 Integrate technology\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Invest in platforms that enable seamless data sharing and personalized interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤹Coordinate across teams\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Foster collaboration between departments responsible for different channels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📊 Monitor performance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Track KPIs to measure effectiveness and identify areas for improvement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 5: Provide proactive resolutions \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you believe in customer-centricity, proactive resolutions are pivotal. It helps mitigate issues before they escalate and foster positive customer experiences. Rather than waiting for problems to arise, you can proactively identify and address potential challenges. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Automated health checks\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Implement automated monitoring systems and health checks to detect issues and anomalies in real time. For example, a software company can deploy automated health checks to identify coding issues and system errors before they impact customers. By proactively detecting and resolving technical issues, you can minimize customer downtime and disruption. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Proactive communication: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"It’s a crucial aspect of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". By using alerts and notifications, you can keep customers informed about potential issues or disruptions. For example, alerting customers about scheduled maintenance or downtime can help manage their expectations and minimize frustration. This transparent and swift communication demonstrates a commitment to resolving concerns promptly, which can help build trust and satisfaction. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"58bUb1oj5075A4RhBwC5Pn\",\"title\":\"Two Cents from Sprinklr\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💰 Two Cents from Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Utilize predictive analytics algorithms to forecast potential problems.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Develop extensive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge bases\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" containing solutions to common problems, troubleshooting guides and FAQs. Leverage \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge-based software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to ensure easy and quick information retrieval for customers and support agents. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \\nTip 6: Invest in contact center technology \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Investing in innovative contact center technologies empowers you to revolutionize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-operations/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service operations\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", driving efficiency and delivering personalized experiences. Here's how:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-powered chatbots\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": By deploying AI-powered chatbots, you can provide instant assistance to customers, address common inquiries and facilitate \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". These chatbots, leveraging natural language processing (NLP), can understand and respond to customer queries in real time, significantly \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-response-time/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"boosting customer response times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and the overall customer experience. This, in turn, can lead to substantial efficiency gains in your operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"CRM systems and analytics platforms\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": As you grow and scale, it is critical to utilize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-crm/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center CRM systems\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to manage customer interactions and gather valuable insights into customer behavior and preferences. Integrated customer service analytics platforms enable you to analyze data from various sources, including customer interactions, social media and website engagement, to inform decision-making and personalize interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel routing\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Implementing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-routing/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel routing capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can be a game-changer. It can seamlessly route incoming queries to the right expert at the right time with context based on skills, experience and expertise. This ensures that issues are resolved faster and reduces \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"average handling time\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", giving you the confidence that your customer service operations are running at their peak efficiency. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"360-degree customer view\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Providing agents with a comprehensive view of customer information, issue context and knowledge base within a single-screen interface is essential. A \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-console/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"unified agent console\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" enables your agents to access relevant information quickly, personalize interactions and resolve inquiries more effectively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-powered reporting and analytics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": It helps you track customer sentiments in real time and identify trends and patterns in customer interactions. You can also proactively monitor customer satisfaction trends and intervene when necessary to address issues and improve service quality, enhancing overall customer satisfaction and loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"id\":\"391LSbMOSEke94h1QtzeiK\",\"title\":\"Real-time CSAT Trend analysis with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/391LSbMOSEke94h1QtzeiK/31f7659b3084130abad5561e55ccb466/Real-time_CSAT_Trend_analysis_with_Sprinklr_Service.webp\",\"details\":{\"size\":149498,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"Real-time CSAT Trend analysis with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 7: Measure and iterate \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Continuously measuring and analyzing KPIs allows you to identify areas for improvement and refine your strategy based on real-time feedback and evolving customer needs and market trends. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To effectively measure and iterate on your customer-centric strategy, consider the following steps: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Define relevant KPIs\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Identify KPIs that align with your business objectives and reflect the impact of your customer-centric initiatives. These may include metrics such as customer satisfaction scores, retention rates, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and customer lifetime value.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Set targets and benchmarks\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Establish targets and benchmarks for each KPI to measure progress and performance against defined goals. Regularly assess performance against these benchmarks and adjust strategies to stay on track.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Collect and analyze data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Implement systems and processes for collecting and analyzing data related to your KPIs. Utilize customer feedback, behavioral analytics and market research to gain insights into customer preferences, trends and pain points. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Iterate and refine\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Use data-driven insights to identify areas for improvement and refine your customer-centric strategy accordingly. Continuously iterate on your initiatives, testing new approaches and tactics to optimize results and better meet customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to measure the success of customer-centricity \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Measuring the success of customer-centric strategies is crucial for you to gauge their effectiveness and make informed adjustments. Here are five key metrics for evaluating customer centricity: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Customer satisfaction (CSAT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The CSAT score allows you to assess customer happiness and pinpoint areas for enhancement. It offers valuable insights into customer sentiment, empowering you to address issues and elevate the overall customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"4RW9F8IFAdE5jhrqZBnSQD\",\"title\":\"CSAT\",\"expression\":\"\\\\text{CSAT}=\\\\frac{\\\\text{Number of satisfied customers}}{\\\\text{Total number of respondents}}\\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Net promoter score (NPS)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The net promoter score (NPS) is a metric that gauges customer loyalty by assessing the likelihood of customers recommending a company or product, rated on a scale from 0 to 10. It serves as a key indicator of customer loyalty and advocacy, commonly employed to evaluate the customer experience. You can determine NPS by asking customers the following question: \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5ZW3IZCfTTbbbwgRK1eG81\",\"title\":\"How likely\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How likely are you to recommend [business name] to a friend or colleague on a scale of 0 – 10, where 0 is not at all likely and 10 is highly likely?\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Below is a visual representation illustrating the calculation process for NPS:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2At8oIIy24csRlmx3o7uTv\",\"title\":\"Net promoter score calculation - Sprinklr\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2At8oIIy24csRlmx3o7uTv/20f47930fe2e0b34e151cfed0dc663a8/Net_Promoter_Score.png\",\"details\":{\"size\":150865,\"image\":{\"width\":1554,\"height\":1080}},\"fileName\":\"Net Promoter Score.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\\nSuggested Read:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-improve-nps-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"How to improve the Net Promoter Score of your brand?\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Customer effort score (CES)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-effort-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer effort score (CES)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" assesses the ease with which customers experience completing a task or resolving an issue.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Typically, there are three instances where you can assess the customer effort score: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Following customer support interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Post-purchase of the product or service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"After using the product or service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Types of CES surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Types of scales\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Example\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1-10 scale \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"On a scale of 1 to 10, customers are prompted with questions such as, \\\"How effortless was it to resolve your issue?\\\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A rating exceeding 7 indicates that the customer found the solution to their problem with little difficulty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Likert scale \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The customer is asked - On a scale from 1 to 5, how much effort was required to address your recent issue with our product/service? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"-Very low effort\\n-Low effort\\n-Neutral\\n-High effort\\n-Very high effort\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The lower the degree of effort, the better the customer effort score. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Emoticon/emoji scale \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A customer effort score survey using an emoji scale might inquire, \\\"How was the checkout process?\\\" and offer three emojis: a smiling face, a neutral face and a sad face. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From a customer perspective, the happy face emoji signifies minimal effort, whereas the sad face indicates maximal effort. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\\n💡Good Read:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/measure-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"How to measure customer experience with the right metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer-centric strategy checklist for businesses \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here is a brief checklist for your customer-centric strategy that is ideal for businesses of all types and sizes.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"7D07YB4oTEHvLFwwefNbNO\",\"title\":\"Check List\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🎯 Vision and objectives\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Clearly articulate your vision for becoming a customer-centric organization. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Establish specific objectives and goals aligned with your vision. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"👥 Customers understanding\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conduct thorough market research to understand customer needs, preferences and pain points. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Develop detailed customer personas to represent different segments of your target audience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"⛳ Customer journey mapping\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Identify key touchpoints and interactions throughout the customer journey. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Analyze each touchpoint to understand the customer experience and identify opportunities for improvement.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💼 Prioritizing customer needs\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Prioritize customer needs based on their importance and impact on the overall customer experience. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Align product development, marketing strategies and customer service initiatives with identified customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💪 Empowering employees\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Provide training and resources to empower employees to deliver exceptional customer experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Foster a culture of customer-centricity throughout the organization, emphasizing the importance of prioritizing customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤖 Leveraging technology and data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Invest in advanced technologies such as CRM systems, analytics platforms and automation tools to support your customer-centric strategy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Utilize customer data and insights to personalize interactions, improve targeting and optimize the customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"✅ Implementing feedback mechanisms\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Establish feedback channels to gather insights from customers at various touchpoints. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Actively listen to customer feedback and use it to inform decision-making and continuous improvement efforts.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📊 Measuring performance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Define key performance indicators (KPIs) to track the effectiveness of your customer-centric initiatives.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Regularly measure and analyze KPIs to assess performance, identify areas for improvement and refine your strategy accordingly.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤹 Promoting cross-functional collaboration\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Foster collaboration and communication across departments to ensure alignment and consistency in delivering a customer-centric experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Break down silos and encourage cross-functional teams to work together towards common customer-centric goals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔛 Staying agile and adaptive\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Embrace agility and adaptability to respond quickly to changing customer needs and market dynamics.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Continuously iterate and evolve your customer-centric strategy based on real-time feedback and emerging trends \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \\nAs we near the conclusion of our journey through customer-centric strategies, you now possess a comprehensive understanding of what it takes to prioritize your customers effectively, along with the key metrics and checklists to measure and implement these strategies. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Yet, it's crucial to recognize the pivotal role technology plays in bringing these strategies to life. In a market inundated with solutions for customer experience management, it's imperative to discern that only a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Unified CXM platform\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" like Sprinklr can truly consolidate teams, tools and data onto a single unified platform. \\n \\nSprinklr empowers you with the collaborative tools and contextual insights necessary to orchestrate exceptional customer journeys, aligning perfectly with your customer-centric strategies. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For personalized insights on how Sprinklr can address your unique business needs and elevate your customer experience efforts, don't hesitate to reach out to our experts.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"4BtRQRG7afvSeeZWrG4txQ\",\"name\":\"Schedule My Unified CXM Platform Demo\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Schedule My Unified CXM Platform Demo\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/products/platform/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"56IxUNz9wlCKb8VYC8ElA\",\"name\":\"FAQ - 7 steps to develop a customer-centric strategy \",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"cysIvkPMNMcjdHcuc8IvC\",\"name\":\"How do customer demographics impact a customer-centric strategy? \",\"title\":\"How do customer demographics impact a customer-centric strategy? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer demographics shape a customer-centric strategy by providing insights into the unique preferences, behaviors and needs of different customer segments.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3Ss5Avf94ibCvP4sFVfSnC\",\"name\":\"What are the ethical considerations in collecting and using customer data for a customer-centric strategy? \",\"title\":\"What are the ethical considerations in collecting and using customer data for a customer-centric strategy?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ethical considerations in collecting and using customer data for a customer-centric strategy involve ensuring transparency, consent, data security and compliance with privacy regulations to uphold customer trust and privacy rights.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1ZsSoVtJ54JbBFTK1e3OhU\",\"name\":\"How frequently should a company review and update its customer-centric strategy? \",\"title\":\"How frequently should a company review and update its customer-centric strategy?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A company should regularly review and update its customer-centric strategy, at least annually, to adapt to changing market dynamics, customer preferences and emerging trends. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"42Fu60lvEMCVTXM8pa2L26\",\"name\":\"How does a customer-centric strategy affect product pricing?\",\"title\":\"How does a customer-centric strategy affect product pricing?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A customer-centric strategy may impact product pricing by focusing on value-based pricing models that align with customer perceptions of product value, rather than solely relying on cost-based pricing approaches.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"1Aotmn3Bvq0qBA0oRmpQAf\",\"name\":\"What role does social media play in a customer-centric strategy? \",\"title\":\"What role does social media play in a customer-centric strategy? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Social media plays a vital role in a customer-centric strategy by serving as a platform for customer engagement, feedback collection and personalized interactions.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}}},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"7pYqdIH4aiTLQWswu1Wljd\",\"title\":\"Feature banner-Customer centric strategies\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7pYqdIH4aiTLQWswu1Wljd/8ea79d0697eb090e7ce71bfdaef544be/Feature_banner-Customer_centric_strategies.jpeg\",\"details\":{\"size\":4831453,\"image\":{\"width\":7135,\"height\":3999}},\"fileName\":\"Feature banner-Customer centric strategies.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/customer-centric-strategy/\"},{\"id\":\"40Cl3WN6lJUOVoceVed2D\",\"title\":\"Multilingual Customer Support: A Guide to Provide and Improve It\",\"category\":\"Customer Service\",\"authors\":[{\"contentType\":\"blogAuthorPage\",\"id\":\"140mUbUKJvo7brzU6hhqpe\",\"authorName\":\" Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"7iprSk2tN8Ka5E1AOXqOTI\",\"authorName\":\"Bhavya Aggarwal\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"2HrRAgTeoTUeoXa57T280i\",\"seoTitle\":\"Bhavya Aggarwal\",\"seoDescription\":\"Get the latest articles and insights from Bhavya Aggarwal. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Bhavya Aggarwal\"},\"person\":{\"contentType\":\"person\",\"id\":\"1VZTTUoSj8XzqbQ6ckXmSP\",\"entryTitle\":\"Bhavya Aggarwal\",\"name\":\"Bhavya Aggarwal\",\"companyDivision\":\"Contributor\",\"image\":{\"id\":\"4Sc9cBvaLF4qa0umYJFQZM\",\"title\":\"Bhavya Aggrawal\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4Sc9cBvaLF4qa0umYJFQZM/5d2b1d9943ea2093982d3799de52741c/Bhavya_Aggrawal.jpeg\",\"details\":{\"size\":101876,\"image\":{\"width\":1024,\"height\":1024}},\"fileName\":\"Bhavya Aggrawal.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bhavya is a tech and marketing content writer with over five years of industry experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"bhavya-aggarwal\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Thank you for calling ABC Corporation.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Press 1 for English.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Press 2 for Spanish.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Press 3 for French.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" (presses 3) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Agent:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Bonjour! Je m'appelle Camille. Comment puis-je vous aider aujourd'hui ?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this scenario, the customer chose French because they could best communicate their needs in their native language. This choice might seem small, but it speaks volumes about a business’s \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-orientation/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer-oriented\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" approach — prioritizing the customer’s comfort rather than forcing them to adapt. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When you offer multilingual support, you’re more than just accessible; you’re truly global. Today, multilingual support is necessary for any business with international operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But is implementing multilingual support as straightforward as it seems? Sure, it starts with a simple call or message, but there’s a lot happening in the background — like the tech stack that connects a French-speaking customer to a French-speaking agent. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this blog, we’ll explore the inner workings of multilingual support, its benefits, the challenges businesses face and expert tips for successfully navigating them. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is multilingual customer support? \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Multilingual customer support assists customers in multiple languages, ensuring they can effectively communicate and address their concerns in their preferred language. It's about bridging the language barrier between you and your diverse customer base, creating a more seamless and inclusive experience for all. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Global businesses recognize that catering to a worldwide audience means going beyond English to create a more inclusive experience for diverse markets. Even if you're focusing on the US market alone, consider this: around 68 million people speak a language other than English at home, which is nearly 20% of the population, according to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://slator.com/number-non-english-speaking-households-continues-to-rise-united-states/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Slator\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By making multilingual customer service more accessible, you can reduce misunderstandings, improve first-call resolutions, minimize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/escalation/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"escalations\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and create a more satisfying customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key multilingual customer support channels \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Almost every communication channel businesses use today can be optimized to offer multilingual support. Here’s how they work: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📞 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Phone support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Direct calls remain one of the most personal ways to resolve customer issues. With the help of an \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/interactive-voice-response/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"interactive voice response (IVR) system\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can route customers to agents who speak their preferred language, ensuring they feel understood and supported from the moment they connect. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📧 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Email support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Emails allow customers to lay out detailed concerns in their native language. Modern \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/email-management-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"email management tools\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can route these emails to agents fluent in the respective language, guaranteeing clear communication and faster resolution times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💬 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Live chat support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Today’s customers often prefer the immediacy of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"live chat\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Offering multilingual live chat support can prevent language barriers from slowing down resolutions, so customers get quick help directly on your site or app hassle-free. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💌 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Social media support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Platforms like X (formerly Twitter), Facebook and Instagram have become central to customer service. Providing multilingual support on these platforms means customers can reach out in the language they’re comfortable with —building a stronger connection and a more relatable brand experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📑 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Self-service resources\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": For customers who like to troubleshoot on their own, FAQs, help docs and video tutorials in multiple languages make all the difference. This support lets customers find solutions independently without contacting a representative, empowering them with the necessary resources. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Benefits of multilingual customer support \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Multilingual customer support brings tangible and intangible benefits to your business, helping resolve issues you might have struggled with for a long time. Let’s explore how. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ensures an effortless customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A whopping \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"89%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of businesses will compete mainly on customer experience. Customers shouldn’t struggle to express themselves or understand your services. Multilingual support is crucial in delivering a seamless experience by allowing customers to interact in their preferred language, reducing the chances of miscommunication. This ease fosters quicker issue resolution and ensures higher satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consider Microsoft, for instance. The tech giant provides customer support in multiple languages across its products, ensuring users from different regions can get help in their preferred language. This multilingual strategy ensures effortless interaction and keeps \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customers engaged\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and satisfied. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"4KCKXursHWg4xkVgzXzVGJ\",\"title\":\"download - 2024-11-17T120209.678\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4KCKXursHWg4xkVgzXzVGJ/704dbac44ce39a979de4061dca4110f6/download_-_2024-11-17T120209.678.png\",\"details\":{\"size\":420084,\"image\":{\"width\":1600,\"height\":1015}},\"fileName\":\"download - 2024-11-17T120209.678.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://support.microsoft.com/en-us/worldwide\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reduces churn and increases retention \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"About \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"70%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of leaders aim to deploy technology to tap into the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/voice-of-customer/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"voice of the customer\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and enhance their customer experience. Multilingual customer support shows customers you value their preferences. Providing this level of accessibility ensures customers feel heard, reducing frustration and ultimately improving \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Personalizes CX and provides a competitive edge \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Brands that provide a high level of personalization enjoy \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1.5 times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" greater \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-loyalty/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer loyalty\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" than those that do not. Engaging with customers in their preferred languages is the most effective form of personalization, as it fosters trust and loyalty while offering a significant competitive advantage over time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📚Read More:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/personalized-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Personalized Customer Experience: Top 4 Ideas + Examples\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to provide multilingual customer support [+Expert tips] \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here is a step-by-step guide to help you implement effective multilingual support. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 1️⃣: Assess your audience’s language needs\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Effective multilingual customer support begins with a deep understanding of your audience. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/market-research/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Market research\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is your best ally here, helping you identify the primary languages your valued customers speak. Start by analyzing website analytics, customer inquiries and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-media-interaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"social media interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to gain insights into their language preferences. This data will paint a clearer picture of which languages matter most to your customer base, enabling you to tailor your support strategy accordingly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"6F0gRCr8mqbCUqHFVIME5a\",\"title\":\"🎯Pro Tip \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🎯Pro Tip\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Want to know exactly which languages to prioritize? Start by running \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" through websites or in-app popups that ask customers about their preferred support languages. This direct feedback aligns your multilingual strategy with real \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-needs/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer needs\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", helping you invest resources where they’ll have the most impact. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Also, make sure your surveys are available in multiple languages! Offering multilingual surveys shows customers you’re committed to inclusivity and personalizing their experience from the start. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Step 2️⃣: Hire and train multilingual staff\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Once you know your audience’s language needs, hiring and training multilingual staff is the next step. But it’s not just about language fluency — it’s also about understanding cultural nuances and communication styles so customers feel truly understood and supported. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Look for candidates fluent in both the language and the culture they’ll be serving. This cultural knowledge helps them adapt to subtleties in tone and etiquette, delivering a customer experience that feels familiar and comfortable. And don’t stop there — ongoing training is essential. Equip your agents with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-skills/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service skills\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to handle challenging situations with empathy and professionalism, ensuring your multilingual support is as seamless and effective as possible. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔖Do not miss:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-training/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service training: A much-needed guide for 2024\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 3️⃣: Leverage AI-powered translation tools \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Language barriers can pose challenges, but AI-powered translation tools are changing the game. Real-time translation software, integrated with chat and email platforms, allows your team to bridge language gaps instantly, even for languages your team may not cover directly. These tools often extend to social media, enabling your team to handle customer queries in multiple languages without missing a beat. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By using AI-driven translations, you can scale your multilingual support, maintain consistency, and ensure that customers feel understood no matter where they’re reaching out from. As these tools continue to advance, they’re becoming better at handling complex phrases and regional nuances, adding depth to your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 4️⃣: Deploy a multilingual chatbot\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Deploying an AI-powered chatbot that supports multiple languages is a game-changer for providing instant, around-the-clock support. By integrating a multilingual chatbot, you can help resolve common customer issues in real-time, in their preferred language, without making them wait. These bots can handle initial queries, direct users to the right resources or even escalate complex cases to the appropriate language-specific agents— ensuring a seamless experience across languages. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To ensure your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-chatbots/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service chatbot\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is effective, choose a solution that can automatically detect the customer's language or allow them to select their preferred language from the start. Regularly update your bot's language capabilities to reflect \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-feedback/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer feedback\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and ensure it can accommodate evolving regional nuances and industry-specific terms. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1w4U4Fk2MBsN5Hi5Jji5tD\",\"title\":\"💡Do you know \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Do you know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"With \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/conversational-ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s conversational AI platform\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can quickly build and deploy a multilingual chatbot across 25+ channels (including voice) in 100+ languages. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Powered by \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI+\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", these bots handle requests dynamically and even resume conversations after interruptions, delivering an incredibly human-like experience. Whether resolving a query or escalating an issue, Sprinklr ensures your multilingual support remains consistent, effective, and scalable. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7n4HGm8feEzwtWrpG4Afxt\",\"title\":\"download - 2024-11-17T120219.232\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7n4HGm8feEzwtWrpG4Afxt/93a2cf4ffa72a66ff953b788f43c79cf/download_-_2024-11-17T120219.232.png\",\"details\":{\"size\":250475,\"image\":{\"width\":819,\"height\":857}},\"fileName\":\"download - 2024-11-17T120219.232.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"62GAc02gfa95kDHuDeecTM\",\"contentEntryTitle\":\"Build generative-AI-powered multilingual bots in minutes. \",\"headline\":\"Build generative-AI-powered multilingual bots in minutes. \",\"cta\":{\"contentType\":\"cta\",\"id\":\"tCrqpHnBOPZjKCjAQM08I\",\"name\":\"REQUEST A DEMO\",\"type\":\"BUTTON\",\"text\":\"REQUEST A DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"5IY422BbffArg4lCPtWfdn\",\"name\":\"Demo Care\",\"asset\":{\"id\":\"4jhVXEgRDJCmVtQFvD9k0t\",\"title\":\"Agent Assist Showcase CTA\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4jhVXEgRDJCmVtQFvD9k0t/ddb5f0c468c7d7b80167b5e9ee7ecbfe/Agent_Assist_Showcase_CTA.jpeg\",\"details\":{\"size\":3147767,\"image\":{\"width\":5824,\"height\":3264}},\"fileName\":\"Agent Assist Showcase CTA.jpeg\",\"contentType\":\"image/jpeg\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":true,\"hasRoundedCorners\":true,\"hasDropShadow\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 5️⃣ Create multilingual self-service resources \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Not every customer wants to wait for an agent; some prefer to troubleshoot issues independently. That’s where multilingual self-service options come in. Start by deploying a multilingual FAQ chatbot. This empowers customers to resolve common problems independently, reducing your support team’s workload while boosting customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Another valuable option is building a multilingual knowledge base. A well-maintained, multilingual knowledge base allows customers to access support in various formats — text, audio and video — giving them the tools to thoroughly understand your product or service. When kept up-to-date, this extensive resource can simplify complex offerings and expand your reach to a diverse, global audience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"7vUll5i1hubsYzruyKMjLW\",\"title\":\" 😊 Good to know \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" 😊 Good to know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Modern knowledge base software goes beyond traditional resources by embedding conversational bots that access and learn from your content to quickly resolve standard customer queries — helping clear your ticket queue in the process. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7gpTkNdr7WKnCmhhRdL5mu\",\"title\":\"download - 2024-11-17T120227.714\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7gpTkNdr7WKnCmhhRdL5mu/c92ff7e895ae6dd758fa915a6388e078/download_-_2024-11-17T120227.714.png\",\"details\":{\"size\":189633,\"image\":{\"width\":844,\"height\":578}},\"fileName\":\"download - 2024-11-17T120227.714.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5eMLdRgNhYTyoCBDIyos3e\",\"name\":\"SCHEDULE DEMO OF KNOWLEDGE BASE SOFTWARE \",\"type\":\"BUTTON\",\"text\":\"SCHEDULE DEMO OF KNOWLEDGE BASE SOFTWARE \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 6️⃣ Leverage conversational voice bots \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In the age of Siri and Alexa, customers expect low-effort, intuitive support — and conversational voice bots deliver just that. With AI-powered multilingual capabilities, these bots let customers speak their preferred language, tackle issues instantly, and even switch to chat or email mid-conversation. It’s fast, it’s flexible and it gives customers control, so your support stays effortless and engaging at every step. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"3VM5khXYHiq33sa5v7QXWP\",\"title\":\"download - 2024-11-17T120236.413\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3VM5khXYHiq33sa5v7QXWP/268033ecb773a436aee32b376102ad66/download_-_2024-11-17T120236.413.png\",\"details\":{\"size\":629277,\"image\":{\"width\":1198,\"height\":937}},\"fileName\":\"download - 2024-11-17T120236.413.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 7️⃣ Partner with third-party language service providers \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Building an in-house multilingual team is ideal, but there are times when extra support is essential. Partnering with third-party language service providers can help fill these gaps, especially during peak periods or as you expand into new markets. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These providers bring a team of language experts to your side, delivering top-tier customer support in multiple languages without compromising quality. Whether for overflow support or handling specialized languages, partnering with language service providers is a reliable solution when your team is stretched thin. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"272szyxOuzcNqElNN8b1DY\",\"title\":\"🎤 Expert insight \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🎤 Expert insight\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When choosing a language service provider, prioritize cultural competency alongside language fluency. A provider with strong cultural insights will make customer interactions feel more authentic and engaging, leading to stronger customer satisfaction and loyalty. \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Common multilingual customer support challenges with solutions \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As powerful as multilingual support can be for \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and loyalty, it’s not without challenges. Here’s a look at some common obstacles and how to overcome them for seamless global customer service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔁 Maintaining consistency across languages\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With multiple languages in play, ensuring consistency in your messaging, tone and information can be tricky. This can lead to misunderstandings or mixed messages that affect the customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Use a centralized \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/knowledge-base-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" where all resources are stored and regularly updated. Additionally, train agents to adhere to brand tone and terminology standards. Tools like translation memory systems can help retain consistency across languages by keeping a record of previously translated phrases, ensuring continuity and reducing translation errors. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🏅 Managing quality with machine translation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered translation tools are handy, but they’re not flawless. Machine translation can struggle with nuanced expressions or industry-specific terms, leading to confusion or incorrect responses. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Deploy AI translation tools with human review for quality assurance. Using human-in-the-loop (HITL) systems can help bridge the gaps, with bilingual agents or language specialists reviewing critical translations. Regularly updating the AI’s vocabulary with industry-relevant terms can improve its accuracy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🌏 Handling regional dialects and cultural differences\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Even within the same language, regional dialects and cultural nuances can affect how your message is received. Customers may feel misunderstood if interactions don’t align with their local context. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Train your team to be aware of regional nuances, especially for languages with diverse dialects, like Spanish or Arabic. Partnering with culturally aware language providers can help, as can continuous learning sessions for in-house agents on regional expressions and cultural norms. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💵 Managing costs of multilingual support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Hiring multilingual staff, translating resources, and investing in specialized tools can add up quickly, especially for businesses that need to support a large number of languages. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Start by focusing on the most-requested languages and gradually scale based on customer demand. Leveraging AI translation tools for high-volume interactions and reserving human agents for complex cases can help balance cost-efficiency with quality. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Elevate your brand’s global reach with Sprinklr Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Adopting a global mindset is critical to scaling your business, even if you're not thinking globally. Multilingual customer support shows you're ready to serve a diverse audience and grow beyond local borders. But here's the thing — we live in an AI-driven world now. Relying solely on your support agents won't cut it anymore. You need something more reliable, like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With Sprinklr's complete customer service suite, you'll have everything you need to deliver seamless multilingual support: AI-powered chat, call management, smart omnichannel routing and deep analytics. As an all-in-one platform, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" empowers your brand to connect with customers in their preferred language while elevating the entire support experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Leading brands trust Sprinklr to manage their global customer support. Schedule your free demo today to discover how you can transform your customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"378zPiOolIYWPttDfrtl99\",\"name\":\"SCHEDULE MY SPRINKLR SERVICE DEMO \",\"type\":\"BUTTON\",\"text\":\"SCHEDULE MY SPRINKLR SERVICE DEMO \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"46WRrYfUX5hI39XdmDcJ28\",\"name\":\"FAQ\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"67bVC0QE4G4546T81T67Eo\",\"name\":\"How can businesses determine which languages to prioritize for multilingual customer support? \",\"title\":\"How can businesses determine which languages to prioritize for multilingual customer support? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Start by analyzing your customer base. Use analytics tools to identify the primary languages spoken by your audience. Focus on regions where your products or services are most popular. Customer surveys and website traffic data can also give valuable insights. Prioritize languages based on demand and market potential. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"78CrSEuE2AL32toBKqWrPJ\",\"name\":\"What are the best practices for maintaining consistency in support quality across different languages? \",\"title\":\"What are the best practices for maintaining consistency in support quality across different languages? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Use standardized support scripts and guidelines to ensure consistency. Train all agents on the same processes and values regardless of language. Invest in AI-powered translation tools for uniform responses. Regular quality checks and feedback sessions help ensure that service levels remain consistent across all languages. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"5pO1cjGRCJUyHtgvwYhSE6\",\"name\":\"How can businesses effectively integrate AI translation tools with human support agents for optimal results? \",\"title\":\"How can businesses effectively integrate AI translation tools with human support agents for optimal results? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI translation tools can handle routine inquiries, leaving complex tasks to human agents. Integrate these tools with your CRM so agents get real-time translations. Ensure agents are trained to spot inaccuracies in machine translations and take over when needed. This human-AI collaboration enhances efficiency without sacrificing accuracy. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"7nfhQKNRFPfzxAAf6uLeAF\",\"name\":\"What strategies can help recruit and retain multilingual support staff? \",\"title\":\"What strategies can help recruit and retain multilingual support staff? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To attract top talent, offer competitive salaries and career growth opportunities. Invest in continuous training programs to enhance language skills and customer service expertise. Recognize and reward exceptional performance. A supportive work environment and clear advancement paths can help retain multilingual staff. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"39rPwxC08Tr1wfp4k4uqKO\",\"name\":\"How can businesses ensure cultural sensitivity in multilingual support beyond just language translation? \",\"title\":\"How can businesses ensure cultural sensitivity in multilingual support beyond just language translation? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Cultural sensitivity goes beyond translation. Hire agents who understand your customers' cultural context. Train your team on local customs, communication styles and expectations. 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When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is customer focus?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer focus is a business approach that keeps your customers' needs, preferences and satisfaction at the center of your strategies and operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"It goes beyond just delivering a product or service—it's about building a company culture centered around truly understanding your customers, fostering meaningful relationships with them and providing exceptional experiences that \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/building-customer-loyalty/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"build customer loyalty\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer focus isn't relegated to an organization's singular department or function. The following examples illustrate the importance of customer focus in various areas of a business: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Product development:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" In product development, customer focus entails crafting solutions that directly address customer pain points and aspirations. \\n\\nConsider a software company developing a new project management tool. While focusing on customers, the product team conducts extensive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/market-research/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"market research\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and collects feedback from potential users. They discovered that many users struggle with task prioritization and team collaboration. In response, the team implements customizable priority levels and real-time collaboration functionalities, directly addressing these pain points. This customer-centric approach ensures that the final product resonates deeply with the target audience, increasing adoption and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Sales and marketing:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Customer focus permeates every stage of the sales and marketing journey. From personalized outreach and tailored messaging to nurturing relationships post-purchase, these departments strive to align their efforts with customers' needs and preferences, ultimately creating \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/brand-advocates/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"brand advocates\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer support:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Customer support is the front line in delivering exceptional customer experiences. Through prompt query resolution, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-empathy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer empathy\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and proactive assistance, support teams not only resolve issues but also reinforce customer trust and satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Research and development (R\u0026D):\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" R\u0026D endeavors guided by customer focus yield innovations that directly address market demands and preferences. \\n\\nTake the automotive industry as an example. A car manufacturer prioritizes customer focus in its R\u0026D efforts. Analyzing customer feedback and market trends, they identify a growing demand for electric vehicles (EVs) with longer battery life and faster charging capabilities. In response, the R\u0026D team focuses on developing advanced battery technology that significantly extends the range of EVs and reduces charging times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer success:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Through proactive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", personalized guidance and value-driven initiatives, customer success teams ensure that customers derive maximum value from the product or service, fostering strong partnerships. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How does customer focus differ from customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer focus requires enterprise leaders to embed a customer-centric mindset throughout the organization, from frontline staff to C-suite executives. Essentially, it functions as a compass that steers how businesses operate and make decisions, ensuring that customer satisfaction remains paramount in all endeavors. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In contrast, customer experience embodies the outcome of a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-mindset/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service mindset\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". It encompasses every interaction, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-touchpoints/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer touchpoint\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and customer engagement with the business and reflects how well the organization meets or exceeds customer expectations at every stage of the customer journey.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Why must businesses build customer-focus\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you prioritize understanding and satisfying customer needs, you stand poised for sustainable growth and success. Here are other compelling reasons why cultivating customer focus is essential: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Drive customer satisfaction: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"One key reason customer focus is crucial is that it helps you drive customer satisfaction by truly understanding your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/audience-targeting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"target audience\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". You can gain insights into customer behaviors, preferences and pain points by investing time and resources into market research, collecting customer feedback and analyzing data. This knowledge allows you to tailor your products, services and marketing strategies to meet and exceed your customers' needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Retention and loyalty: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"Building solid and lasting customer relationships is critical to a successful business strategy. In today's market, customers have more choices than ever and they expect personalized experiences, exceptional \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and brands that genuinely care about their needs. By prioritizing these elements, you can increase \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and build strong customer loyalty, ultimately setting your business up for long-term success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"67ioDJKFQ2kl9mRvS4KVqN\",\"title\":\"Retention and loyalty\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💡Businesses that approach each touchpoint — from initial interactions to post-purchase support — with a sharp customer focus are more likely to create positive experiences and forge emotional connections with their audience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Competitive advantage: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"In a crowded marketplace where products and services can appear similar, customer service and support level become key differentiators. By prioritizing customer focus and meeting and exceeding customer expectations, you can stand out as a leader in your industry, gaining a competitive edge and attracting more customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Reputation and brand Equity:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Businesses renowned for their customer focus enjoy a strong reputation and enhanced brand equity. Positive customer experiences create a ripple effect, bolstering brand perception and attracting new customers through positive word-of-mouth referrals. Conversely, neglecting customer needs can erode brand trust, jeopardizing your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/brand-reputation-management/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"brand reputation management\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" efforts. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Good Read: \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/build-brand-equity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"},{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"5 Steps to Build Brand Equity Using AI-driven Insights\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"9 tips to build a customer-focused business\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To build a customer-focused business, you must ensure every department in your company works towards it, with each step centered around customers’ best interests. The tips and examples below will help you understand how to achieve client-centricity. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1. Understand customer requirements\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Develop a comprehensive understanding of your customers by actively engaging in market research. Identify their preferences, pain points and expectations through \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", focus groups and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"analyzing sentiments\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" across \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", including social media. Analyze purchasing patterns and trends to anticipate evolving needs, ensuring your products or services align with customer expectations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By actively engaging in market research and analyzing customer feedback, you can stay attuned to evolving trends and consistently deliver value, creating positive experiences that resonate with your audience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. Develop a customer-centric culture\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Instill a customer-centric mindset at every level of your organization, from frontline employees to senior leadership. Emphasize the importance of understanding customer needs, empathizing with their challenges and prioritizing their satisfaction in all business decisions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Similarly, effective collaboration between departments is critical for delivering cohesive and integrated solutions to clients. Break down silos and encourage cross-functional teamwork to ensure a seamless and unified approach to serving client needs and delivering value. This approach reinforces a commitment to providing value throughout the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-journey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer journey\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"3. Gather customer feedback regularly \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer feedback is not a one-time transactional activity. Establish a systematic approach to collecting customer feedback on an ongoing basis. Utilize surveys, feedback forms and online reviews to gather running insights into customer experiences with your services and products. Act promptly on this feedback to address concerns, make improvements and demonstrate to customers that their opinions are valued and drive positive change. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📣Spread the word:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Sprinklr's \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/omnichannel-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel survey software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" makes it possible to track customer feedback across more than 30 digital and social channels, including voice. Additionally, customer service leaders can use AI to monitor conversations for various signals and even predict CSAT scores in real time for ongoing discussions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2UqtCw8EFDft2dZAM8b3Nr\",\"title\":\"Sentiment Prediction with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2UqtCw8EFDft2dZAM8b3Nr/ebf2763f59cd2c0426db520f56cf84e3/Live_CSAT_Prediction_with_Sprinklr_Service.webp\",\"details\":{\"size\":225392,\"image\":{\"width\":1920,\"height\":1284}},\"fileName\":\"Live CSAT Prediction with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"7xJP2dAYxWO82KrLPOvmE9\",\"name\":\"Create Omnichannel Survey Now\",\"type\":\"BUTTON\",\"text\":\"Create Omnichannel Survey Now \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"4. Personalize customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This may be an obvious step, but it's critical to leverage data to personalize customer interactions. Ensure your communication messages, promotions and recommendations are tailored to individual preferences, purchase history and behavioral data. This personalization enhances the overall user experience and strengthens the emotional connection between the customer and your brand. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Example:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"An online grocer leverages customer data to provide personalized recommendations based on a customer's weekly purchasing habits and food preferences. This helps create a unique, customized shopping experience that convinces customers that they are in the right hands. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. Empower front-end teams\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Invest in comprehensive training programs for front-end teams, including sales and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-agent/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center agents\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Consider providing them with the necessary tools, knowledge and autonomy to handle customer interactions effectively. Equally important is demonstrating how customer focus drives positive outcomes for them and the business. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💡Pro Tip:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" Do you know that contact centers are facing increasing pressure to handle a growing number of calls while providing empathetic customer service and ensuring \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/first-contact-resolution/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"first-contact resolution\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"? The good news is that modern \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-assist/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"AI-powered agent assist software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offers a solution to this challenge. This innovative software provides agents with real-time suggestions for the next best action, similar resolved cases and relevant knowledge base articles during live calls. This enables agents to enhance the customer experience, reduce the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"average handle time\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and ensure compliance with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/service-level-agreement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"service level agreements (SLAs)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"4bvJX1Cyiom3UG3HLgglop\",\"title\":\"Contextual Recommendation to Agents During Live call with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4bvJX1Cyiom3UG3HLgglop/e054d64d7fd66fbf3ed00e69476fc699/Contextual_Recommendation_to_Agents_During_Live_call_with_Sprinklr_Service.webp\",\"details\":{\"size\":306138,\"image\":{\"width\":1920,\"height\":1373}},\"fileName\":\"Contextual Recommendation to Agents During Live call with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"HFqAYm5PhDyfZB3wyEOjz\",\"name\":\"See Sprinklr Agent Assist in Action\",\"type\":\"BUTTON\",\"text\":\"See Sprinklr Agent Assist in Action\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"6. Prioritize customer education\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Break away from the mold that forces customer-brand interactions to be purely transaction. Customer focus means that brands must strive to add value to their customers even when they are not buying. You can do this by providing educational resources to empower customers. Develop comprehensive guides, tutorials and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to help customers better understand your products or services. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By actively educating your customers, you equip them to make informed decisions and maximize the value they receive. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"},{\"type\":\"bold\"}],\"value\":\"Example: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"A fitness equipment brand offers online tutorials and guides to educate customers on the best workouts, targeted exercise videos and healthy meal plans. This builds customer loyalty and helps readers get the most out of their purchases. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"7. Measure and monitor key customer service metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Establish clear \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" for measuring customer satisfaction, retention and loyalty. Regularly track and analyze these metrics to gauge performance, identify areas for improvement and make data-driven decisions to enhance the overall client experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Good to know: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"With modern \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/analytics-and-reporting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"AI-powered reporting and analytics software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you gain actionable insights into your business operations at multiple levels. You can track key customer service metrics effortlessly, respond to critical events and deliver exceptional customer service in real-time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6675zd8x2mLlQgUCM1bnuq\",\"title\":\"Agent Performance Dashboard Powered by Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6675zd8x2mLlQgUCM1bnuq/e7dd4166fbe206d425ff53a213e7502f/Agent_Performance_Dashboard_Powered_by_Sprinklr_Service.webp\",\"details\":{\"size\":171632,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"Agent Performance Dashboard Powered by Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"3DgED5zSoXnI6rDKf6qg0T\",\"contentEntryTitle\":\"Track Customer Service Metrics Now with Sprinklr Service\",\"headline\":\"Track Customer Service Metrics Now with Sprinklr Service\",\"cta\":{\"contentType\":\"cta\",\"id\":\"6j32EuGkgzlidONtlvbPi9\",\"name\":\"Track Customer Service Metrics Now with Sprinklr Service\",\"type\":\"BUTTON\",\"text\":\"Know More\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"6VEnylhRxZu9ipZGtnI1iR\",\"name\":\"Demo - Sprinklr Service \",\"asset\":{\"id\":\"6suYeZTBUTAfuHMEld7diK\",\"title\":\"Sprinklr Service Demo Day 2x\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6suYeZTBUTAfuHMEld7diK/7f8010e16862afd230e310915c2dbea7/Sprinklr_Service_Demo_Day_2x.png\",\"details\":{\"size\":2755555,\"image\":{\"width\":2160,\"height\":1440}},\"fileName\":\"Sprinklr_Service_Demo_Day_2x.png\",\"contentType\":\"image/png\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":true,\"hasRoundedCorners\":true,\"hasDropShadow\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"8. Celebrate and showcase client success stories\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Highlighting client success stories and testimonials showcases the value of your offerings and reinforces your commitment to client satisfaction. Celebrate client achievements and milestones, showcasing the tangible impact of your partnership on their business success. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"9. Create employee incentives for increased customer focus\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"One of the ways to build a customer-centric culture is by linking employee incentives to customer satisfaction scores. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Acknowledge and reward exceptional customer service through bonuses, recognition programs or generous performance evaluations. You can also encourage a proactive approach to meeting customer needs by linking these rewards to customer-centric behaviors like better listening skills and in-depth research about a customer. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Incentivized employees are more likely to go the extra mile, ensuring customers feel valued and supported. Ultimately, a customer-focused workforce drives repeat purchases and promotes sustained growth for your business. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5 Examples of customer-focused businesses \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consistent efforts and improvements are essential to build a customer-focused brand. Let's explore brands that prioritize their customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Slack\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"76yikhkZWdyr6RahgIP8QA\",\"title\":\"5 examples of customer focused business - Slack\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/76yikhkZWdyr6RahgIP8QA/28208f8af7f453ced9e7128f272ffebf/5_examples_of_customer_focused_business_-_Slack.jpeg\",\"details\":{\"size\":7141307,\"image\":{\"width\":5472,\"height\":3648}},\"fileName\":\"5 examples of customer focused business - Slack.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Slack stands out as an example of putting customers first. It all started with identifying a familiar frustration – the chaos of internal communication and never-ending email threads within organizations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Listening to customers has been Slack's guiding principle. Instead of just chasing profits, it prioritizes customer metrics such as NPS and CES. This customer-centric approach has proven successful, and Slack serves millions of daily users. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"2. Starbucks\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"5gUlGcME1DGKljPV9Ywq0M\",\"title\":\"5 examples of customer focused business - Starbucks\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5gUlGcME1DGKljPV9Ywq0M/1f449d0cf76fab7562d1e9183023cfe3/5_examples_of_customer_focused_business_-_Starbucks.jpeg\",\"details\":{\"size\":7133179,\"image\":{\"width\":6000,\"height\":4000}},\"fileName\":\"5 examples of customer focused business - Starbucks.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Listening to customers influenced Starbucks' ordering procedure. Since its clients frequently rush to get a coffee before heading to work or school, the company incorporated quick mobile ordering through its app. Customers can then pick up their orders without having to wait in line. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"However, Starbucks continues to provide in-store ordering to avoid losing clients who prefer a more relaxed and casual cafe experience. It also developed a loyalty program to express gratitude to its regular clients.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Google\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6FS70RbeP8T15o99Fmh87A\",\"title\":\"5 Examples of Customer focused Businesses - Google\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6FS70RbeP8T15o99Fmh87A/b427bdd374ae5a9345f68282e87a9a6a/5_Examples_of_Customer_focused_Businesses_-_Google.png\",\"details\":{\"size\":286121,\"image\":{\"width\":2735,\"height\":1562}},\"fileName\":\"5 Examples of Customer focused Businesses - Google.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://about.google/intl/ALL_in/philosophy/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Google cares a lot about its users, and its motto, \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Focus on the user and all else will follow\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\",\\\" shows that. It pays attention to how people use its services and makes its search engine fast by adjusting things in the background. Google is constantly revising its search engine algorithm so users have the best, most value-added and intuitive experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This commitment to making users happy has made Google the top choice for technology. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"4. Amazon\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"4m1tMsW1DOZf8hqs5BHtL5\",\"title\":\"5 examples of customer focused business - Amazon\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4m1tMsW1DOZf8hqs5BHtL5/8734c347fa9620671e429606746d6cf0/5_examples_of_customer_focused_business_-_Amazon.jpeg\",\"details\":{\"size\":1581742,\"image\":{\"width\":3130,\"height\":2086}},\"fileName\":\"5 examples of customer focused business - Amazon.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon's commitment to putting customers first is evident in founder Jeff Bezos' \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.cbsnews.com/news/amazons-jeff-bezos-looks-to-the-future/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"words\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", \\\"\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"I would define Amazon by our big ideas, which are customer centricity, putting the customer at the center of everything we do.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"\\\" The company has mastered the art of enhancing customer experience in various ways: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon streamlines the ordering process, ensuring it's quick and straightforward. Its emphasis on fast and hassle-free delivery has set a hard-to-beat benchmark for customer convenience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The company actively leverages customer data to provide personalized experiences. Shoppers receive real-time assistance with product selections based on their browsing and buying history, making each interaction tailored to the individual. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Amazon goes the extra mile to assist customers in finding the best deals. Whether through promotions, discounts or recommendations, the focus is on ensuring customers feel they are getting the best value for their money. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"5. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"McDonald's\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2VxuOkO8DvaQSW8cwsXMbT\",\"title\":\"5 examples of customer focused business - McDonalds\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2VxuOkO8DvaQSW8cwsXMbT/e0e75991c615bc88566847689203060e/5_examples_of_customer_focused_business_-_McDonalds.jpeg\",\"details\":{\"size\":4826315,\"image\":{\"width\":3200,\"height\":2157}},\"fileName\":\"5 examples of customer focused business - McDonalds.jpeg\",\"contentType\":\"image/jpeg\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When Steve Easterbrook became McDonald's CEO in 2015, he ushered in a new era of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer-centricity\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Battling stiff competition and changing consumer preferences, McDonald's adopted a proactive approach, actively seeking and acting on customer feedback. Using channels like social media and online surveys, the fast-food giant identified customer desires, introducing healthier menu options, localized food options in countries, extended opening hours and the popular 'All Day Breakfast' in select US stores. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This customer-focused strategy, grounded in social listening data, addressed evolving preferences and revitalized McDonald's in the competitive fast-food landscape. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Prioritizing customer needs is not just about delivering products or services; it's about cultivating lasting relationships that drive advocacy and foster brand loyalty. By adopting a customer-focused approach, you can become a better listener, a more empathetic provider and a trusted name in your customers' eyes. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The guide provides a practical roadmap to help you build a customer-focused culture with tangible outcomes. To take the next step in implementing these strategies and transforming your business, consider scheduling a consultation with our team today. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"6NBeeYqRj9oxihcCFrnztM\",\"name\":\"Schedule a Demo of Sprinklr Service\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Schedule a Demo of Sprinklr Service\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\",\"external\":false,\"alignment\":\"CENTER\",\"bottomMargin\":\"SMALL\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templatePostPageFaqSection\",\"id\":\"286PV3FhWnyTtG58AM7xm2\",\"title\":\"Frequently Asked Questions\",\"faqSection\":{\"contentType\":\"templateAccordion\",\"id\":\"52vcfqz37sdqAVyTFizC4F\",\"name\":\"FAQs\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"6vwGVYjKX5DbyaiZK15q0F\",\"name\":\"What are the three levels of customer focus? \",\"title\":\"What are the three levels of customer focus?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer focus comprises the following three levels: \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"unordered-list\",\"data\":{},\"content\":[{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Gathering customer inputs such as pain points, aspirations and expectations \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Aligning the company culture to serve customer needs consistently and effectively \",\"marks\":[],\"data\":{}}]}]},{\"nodeType\":\"list-item\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Delivering tangible value through improvements, new features and flexibility \",\"marks\":[],\"data\":{}}]}]}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"7di2gS2lfCMtLR3nWg2qLk\",\"name\":\"How can businesses develop a strong customer focus?\",\"title\":\"How can businesses develop a strong customer focus?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Businesses can develop strong customer focus by actively listening to customer feedback, understanding their needs, and aligning products or services accordingly. It involves fostering a customer-centric culture throughout the organization, prioritizing customer satisfaction, and consistently seeking ways to improve the overall customer experience. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3O7CsLbVVH3NirxNHI5PCC\",\"name\":\"What role does technology play in enhancing customer focus? \",\"title\":\"What role does technology play in enhancing customer focus? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Technology plays a crucial role in enhancing customer focus by providing tools and platforms for better communication, personalization, and efficiency. It enables businesses to gather and analyze customer data, track interactions across various channels, and deliver tailored solutions. 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Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Bishakh Dutta\",\"isNoIndex\":true},\"person\":{\"contentType\":\"person\",\"id\":\"QSfkFsKk4gx95kUOPQMn4\",\"entryTitle\":\"Bishakh Dutta\",\"name\":\"Bishakh Dutta\",\"title\":\"Guest Contributor\",\"companyDivision\":\" \",\"image\":{\"id\":\"dCuvmigPZb7VfDdtVLLk9\",\"title\":\"⁠Bishakh Dutta\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/dCuvmigPZb7VfDdtVLLk9/17fd13e818d2239e6a36c49054b28355/_Bishakh_Dutta.jpeg\",\"details\":{\"size\":217440,\"image\":{\"width\":1428,\"height\":1600}},\"fileName\":\"⁠Bishakh Dutta.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bishakh Dutta is a curious individual who loves to codify complex topics and present them in a simple yet engaging manner. Professionally, he has 3+ years of creating content for the e-commerce and SaaS industry. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"bishakh-dutta\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"7aNfXKcvsIqJJ0ukFIvluk\",\"authorName\":\"Jayadeep Subhashis\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"4HtFY4yY4lJTr0ryQnl5TM\",\"seoTitle\":\"Jayadeep Subhashis\",\"seoDescription\":\"Get the latest articles and insights from Jayadeep Subhashis. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Gone are the days when a superior product or service was the ultimate key to success. In today's dynamic marketplace, customers demand more—much more. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"They yearn for personalized experiences, seamless interactions and the assurance that their unique needs are not just understood but anticipated and addressed proactively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To meet these expectations head-on, you must relentlessly focus on the customer and embed customer-centric strategies throughout your operations, from product development to service delivery and support. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"This blog post will provide a comprehensive roadmap, guiding you through each step necessary to develop a robust customer-centric strategy. Let's dive in. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is a customer-centric strategy?\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A customer-centric strategy is a business approach that puts customers at the core of all decision-making processes. It entails a granular understanding of customer behavior, preferences and pain points, focusing on tailoring experiences to meet their expectations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"At its core, a customer-centric strategy involves a deep immersion into the customer experience, primarily facilitated through robust \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-operations/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center operations\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". You can tailor your offerings and interactions to meet and exceed customer expectations by actively listening to customer feedback, analyzing behavioral data and anticipating evolving needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Importance of customer-centric strategies \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The significance of adopting a customer-centric strategy cannot be overstated. Whether aiming to foster brand loyalty, enhance \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" or gain a competitive edge, prioritizing the customer experience through contact center services is paramount for organizational growth. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here are several compelling benefits that brands reap when they prioritize customers:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Boosts retention\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": While customers may initially purchase products or services, their experience determines whether they return. Integrating customer-centricity across every \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-touchpoints/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer touchpoint\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" fosters a strong brand perception, signaling to customers that their needs are valued. This concerted effort \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-reduce-customer-churn/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"reduces customer churn rates\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and improves retention over time.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Increases customer lifetime value\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Satisfaction breeds loyalty and loyal customers are valuable assets. Research suggests that loyal customers are worth up to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.experian.com/blogs/insights/customer-loyalty-using-data-to-keep-the-love-alive/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"ten times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" more than their initial purchase. By consistently delivering exceptional experiences, you can significantly increase \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-lifetime-value/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer lifetime value\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\".\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Enhances brand reputation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Customer-centric contact centers are pivotal in shaping brand reputations. When customers consistently receive exemplary service and support, they become ambassadors for the brand, sharing positive experiences with others. This word-of-mouth advocacy drives referrals and bolsters brand credibility and trustworthiness. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Top 5 challenges of becoming a consumer-centric company\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"While the benefits of embracing a customer-centric approach are clear, the journey toward achieving this goal is not without its challenges. Here are the top five obstacles that you may face:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Cultural shift\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Transitioning to a customer-centric mindset often requires a significant cultural shift within the organization. It entails moving away from traditional siloed structures and fostering a company-wide commitment to prioritizing the customer experience. Resistance to change and ingrained processes can hinder progress in this regard.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Data integration and analysis\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Effective customer-centricity relies on the seamless integration and analysis of vast amounts of data from various sources. However, many organizations struggle with fragmented data systems and siloed departments, making it difficult to gain a comprehensive understanding of the customer journey. Furthermore, extracting actionable insights from data requires sophisticated analytics capabilities, which may be lacking. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Resource allocation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Implementing customer-centric strategies often necessitates reallocating resources and investments. This may involve restructuring budgets, reallocating personnel and investing in new technologies and training programs. Limited resources and competing priorities can present challenges in this regard, particularly for organizations with entrenched processes and budget constraints. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Consistency across channels\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Delivering a seamless customer experience across multiple \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/contact-center-channels/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and touchpoints is essential for customer-centricity. However, ensuring consistency can be challenging if you run with disparate systems and communication channels. Misalignment between online and offline \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-channels/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service channels\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", inconsistent messaging and disjointed experiences can erode trust and loyalty among customers. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Measuring success\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Quantifying the impact of customer-centric initiatives and measuring success can be elusive for many organizations. While traditional metrics like sales revenue and customer satisfaction scores provide valuable insights, they may not capture the full extent of the customer experience. Identifying and tracking key performance indicators (KPIs) that align with broader business goals and customer outcomes is crucial but often complex.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"7 Tips to build an effective customer-centric strategy \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To truly embrace \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-centricity/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer-centricity\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", your business must commit across all levels to prioritizing the success and satisfaction of your customers. Here are 7 tips you can follow to consolidate this commitment: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 1: Predict customer needs \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To truly embody customer-centricity, you must proactively anticipate and meet your customers' evolving needs. Predicting these needs requires a multifaceted approach integrating \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/market-research/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"market research\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", data analysis and advanced technologies.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key steps in predicting customer needs include: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Monitoring industry trends\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Staying abreast of industry developments and emerging trends allows you to anticipate shifts in customer preferences and adapt their offerings accordingly.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Listening to customer feedback\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Actively soliciting and analyzing customer feedback provides invaluable insights into pain points, preferences and areas for improvement. This qualitative data complements quantitative analysis, offering a holistic view of customer needs.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Tracking website browsing behavior\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Utilizing web analytics tools enables you to track user behavior on your website, including page views, click-through rates and navigation patterns. This data helps identify areas of interest and potential purchasing intent.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Engaging on social media platforms\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Social media platforms serve as rich sources of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/consumer-insights/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"consumer insights\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", offering real-time feedback, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/sentiment-analysis/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"sentiment analysis\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-engagement-metrics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer engagement metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Monitoring social media conversations allows you to identify emerging trends, address customer concerns and engage in proactive outreach. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By leveraging tools equipped with predictive analytics and machine learning algorithms, you can synthesize these diverse data sources to forecast future customer needs accurately. For example, an e-commerce retailer can utilize machine learning algorithms to analyze browsing history, identify product preferences and anticipate potential purchase decisions.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 2: Implement a seamless onboarding process\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Did you know that over \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.wyzowl.com/customer-onboarding-statistics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"90%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of customers believe companies could improve their onboarding processes?\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"An effective onboarding process is essential for guiding customers through initial interactions with your product or service. It involves educating customers about key features, providing personalized guidance and addressing common pain points to ensure a smooth transition and maximize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To implement a seamless onboarding process, consider the following strategies: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Educate about key features\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Provide clear and concise information about your product's key features and functionalities. Use interactive tutorials, videos or walkthroughs to demonstrate how customers can get the most out of your product. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Personalize guidance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Tailor the onboarding experience to each customer's needs and preferences. Use data insights to deliver personalized recommendations, tips and support throughout onboarding. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Address and keep track of common pain points\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Anticipate and address common challenges or concerns that customers may encounter during the onboarding process. Provide proactive support and resources to help customers overcome obstacles and achieve their desired outcomes.\\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2A7tbzjsxMOEk43YmA719h\",\"title\":\"Pro Tip\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡\",\"marks\":[],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" Pro tip:\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" If you operate in the B2B domain, assign a dedicated account manager and tailor the onboarding process to each customer's needs and preferences. Consider incorporating multimedia elements such as videos, animations and quizzes. Offer opportunities for hands-on learning and experimentation within your tutorials and onboarding journeys. \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 3: Collect customer feedback \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A comprehensive understanding of customer needs and expectations is foundational to a customer-centric strategy. Collecting customer feedback is vital for obtaining insights directly from the source.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key strategies for collecting customer feedback include:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Utilizing diverse channels\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Beyond traditional \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and feedback forms, leverage various channels to capture \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-sentiment/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer sentiment\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Monitor social media platforms, online reviews and community forums to gather real-time customer feedback and insights across diverse digital touchpoints. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Studying customer support interactions\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-interaction-analytics/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Customer interaction analytics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" offer invaluable opportunities to glean insights into customer pain points, preferences and areas for improvement. Analyze customer inquiries, complaints and feedback from support channels to identify recurring themes and proactively address underlying issues. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Leveraging quantitative data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Quantitative data derived from surveys and measurable metrics provides valuable quantitative insights into customer satisfaction levels, product performance and service quality. Utilize this data to track key performance indicators and benchmark performance against established targets. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Employing qualitative methods\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": In addition to quantitative data, employ qualitative methods such as focus groups, interviews and open-ended survey questions to gain deeper insights into customer needs and preferences. Conducting sentiment analysis using machine learning, statistics and natural language processing (NLP) techniques enables you to uncover underlying sentiments and emotions expressed by customers in their feedback.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"2yGHRFDLmZJsv7o5GbpH2y\",\"title\":\"Do you know\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Do you know\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Modern \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/omnichannel-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel survey software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" automatically converts survey questions to a conversation that a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-a-chatbot/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"chatbot\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can execute and ask relevant questions to gather feedback. You can run these conversational surveys on 30+ digital and social channels to boost the survey response rate.\\n \\n\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ready to Use:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"What is Customer Satisfaction Survey [Questions + Template]\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"6xHl9bJBPVOCE8ON4b4bo6\",\"title\":\"Conversational survey with Sprinklr omnichannel survey software\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/6xHl9bJBPVOCE8ON4b4bo6/3e848fdffe37674d123928c68bba2160/Conversational_survey_powered_by_Sprinklr_Service.webp\",\"details\":{\"size\":172454,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"Conversational survey powered by Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"6lP2GFPMbvLvT8BqJsiO8N\",\"name\":\"Run Omnichannel Survey Now\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Run Omnichannel Survey Now\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://lite.sprinklr.com/signup?product=service\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 4: Personalize customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In today's hyper-connected world, customers expect personalized experiences catering to their preferences and needs. Personalizing the customer experience involves leveraging data and technology to deliver tailored interactions across various touchpoints. \\n \\nHere's how you can personalize customer experience: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Utilize customer data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Collect and analyze customer data to gain insights into their preferences, behaviors and purchasing patterns. The power of customer data lies in its ability to provide you with a comprehensive understanding of your customers, enabling you to build detailed customer profiles and deliver personalized experiences. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Implement personalized marketing campaigns\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": The effectiveness of personalized \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/advertising-campaigns/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"advertising campaigns\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is proven. They allow you to tailor messaging, content and offers to align with the interests and preferences of each \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/audience-targeting/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"target audience\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", increasing the chances of conversion. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Deploy product recommendations\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Leverage recommendation engines and collaborative filtering algorithms to deliver personalized product recommendations to customers. Analyze past purchase history, browsing behavior and demographic data to suggest relevant products and services, enhancing cross-selling and upselling opportunities. \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Deliver targeted communications\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Utilize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/email-marketing/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"email marketing\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", SMS campaigns and push notifications to deliver targeted communications to customers based on their preferences and behaviors. Customize messaging, timing and content to maximize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer engagement\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and drive desired actions.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"4QHuXM4j51nus4mEmo5I08\",\"title\":\"Action Plan\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📌 Action Plan\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"How to start with omnichannel personalization?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💻 Centralize customer data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Aggregate data from all touchpoints to create a unified customer profile. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🎨 Standardize branding\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Establish clear brand guidelines for messaging and visuals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤖 Integrate technology\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Invest in platforms that enable seamless data sharing and personalized interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤹Coordinate across teams\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Foster collaboration between departments responsible for different channels. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📊 Monitor performance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Track KPIs to measure effectiveness and identify areas for improvement. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 5: Provide proactive resolutions \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"If you believe in customer-centricity, proactive resolutions are pivotal. It helps mitigate issues before they escalate and foster positive customer experiences. Rather than waiting for problems to arise, you can proactively identify and address potential challenges. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Automated health checks\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Implement automated monitoring systems and health checks to detect issues and anomalies in real time. For example, a software company can deploy automated health checks to identify coding issues and system errors before they impact customers. By proactively detecting and resolving technical issues, you can minimize customer downtime and disruption. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Proactive communication: \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\"It’s a crucial aspect of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/what-is-customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". By using alerts and notifications, you can keep customers informed about potential issues or disruptions. For example, alerting customers about scheduled maintenance or downtime can help manage their expectations and minimize frustration. This transparent and swift communication demonstrates a commitment to resolving concerns promptly, which can help build trust and satisfaction. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"58bUb1oj5075A4RhBwC5Pn\",\"title\":\"Two Cents from Sprinklr\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💰 Two Cents from Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Utilize predictive analytics algorithms to forecast potential problems.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Develop extensive \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge bases\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" containing solutions to common problems, troubleshooting guides and FAQs. Leverage \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/knowledge-base/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge-based software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to ensure easy and quick information retrieval for customers and support agents. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \\nTip 6: Invest in contact center technology \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Investing in innovative contact center technologies empowers you to revolutionize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-operations/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service operations\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", driving efficiency and delivering personalized experiences. Here's how:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-powered chatbots\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": By deploying AI-powered chatbots, you can provide instant assistance to customers, address common inquiries and facilitate \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-self-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer self-service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". These chatbots, leveraging natural language processing (NLP), can understand and respond to customer queries in real time, significantly \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-response-time/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"boosting customer response times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and the overall customer experience. This, in turn, can lead to substantial efficiency gains in your operations.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"CRM systems and analytics platforms\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": As you grow and scale, it is critical to utilize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/contact-center-crm/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"contact center CRM systems\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to manage customer interactions and gather valuable insights into customer behavior and preferences. Integrated customer service analytics platforms enable you to analyze data from various sources, including customer interactions, social media and website engagement, to inform decision-making and personalize interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Omnichannel routing\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Implementing \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/omnichannel-routing/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"omnichannel routing capabilities\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can be a game-changer. It can seamlessly route incoming queries to the right expert at the right time with context based on skills, experience and expertise. This ensures that issues are resolved faster and reduces \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/average-handle-time/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"average handling time\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", giving you the confidence that your customer service operations are running at their peak efficiency. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"360-degree customer view\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Providing agents with a comprehensive view of customer information, issue context and knowledge base within a single-screen interface is essential. A \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/agent-console/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"unified agent console\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" enables your agents to access relevant information quickly, personalize interactions and resolve inquiries more effectively. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"AI-powered reporting and analytics\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": It helps you track customer sentiments in real time and identify trends and patterns in customer interactions. You can also proactively monitor customer satisfaction trends and intervene when necessary to address issues and improve service quality, enhancing overall customer satisfaction and loyalty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{\"target\":{\"id\":\"391LSbMOSEke94h1QtzeiK\",\"title\":\"Real-time CSAT Trend analysis with Sprinklr Service\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/391LSbMOSEke94h1QtzeiK/31f7659b3084130abad5561e55ccb466/Real-time_CSAT_Trend_analysis_with_Sprinklr_Service.webp\",\"details\":{\"size\":149498,\"image\":{\"width\":1920,\"height\":1260}},\"fileName\":\"Real-time CSAT Trend analysis with Sprinklr Service.webp\",\"contentType\":\"image/webp\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Tip 7: Measure and iterate \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Continuously measuring and analyzing KPIs allows you to identify areas for improvement and refine your strategy based on real-time feedback and evolving customer needs and market trends. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To effectively measure and iterate on your customer-centric strategy, consider the following steps: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Define relevant KPIs\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Identify KPIs that align with your business objectives and reflect the impact of your customer-centric initiatives. These may include metrics such as customer satisfaction scores, retention rates, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/net-promoter-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"net promoter score (NPS)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and customer lifetime value.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Set targets and benchmarks\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Establish targets and benchmarks for each KPI to measure progress and performance against defined goals. Regularly assess performance against these benchmarks and adjust strategies to stay on track.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Collect and analyze data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Implement systems and processes for collecting and analyzing data related to your KPIs. Utilize customer feedback, behavioral analytics and market research to gain insights into customer preferences, trends and pain points. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Iterate and refine\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Use data-driven insights to identify areas for improvement and refine your customer-centric strategy accordingly. Continuously iterate on your initiatives, testing new approaches and tactics to optimize results and better meet customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to measure the success of customer-centricity \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Measuring the success of customer-centric strategies is crucial for you to gauge their effectiveness and make informed adjustments. Here are five key metrics for evaluating customer centricity: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"1. Customer satisfaction (CSAT)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The CSAT score allows you to assess customer happiness and pinpoint areas for enhancement. It offers valuable insights into customer sentiment, empowering you to address issues and elevate the overall customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateMathematicalFormulas\",\"id\":\"4RW9F8IFAdE5jhrqZBnSQD\",\"title\":\"CSAT\",\"expression\":\"\\\\text{CSAT}=\\\\frac{\\\\text{Number of satisfied customers}}{\\\\text{Total number of respondents}}\\\\times 100\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"2. \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Net promoter score (NPS)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The net promoter score (NPS) is a metric that gauges customer loyalty by assessing the likelihood of customers recommending a company or product, rated on a scale from 0 to 10. It serves as a key indicator of customer loyalty and advocacy, commonly employed to evaluate the customer experience. You can determine NPS by asking customers the following question: \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"5ZW3IZCfTTbbbwgRK1eG81\",\"title\":\"How likely\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"How likely are you to recommend [business name] to a friend or colleague on a scale of 0 – 10, where 0 is not at all likely and 10 is highly likely?\",\"marks\":[{\"type\":\"italic\"}],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Below is a visual representation illustrating the calculation process for NPS:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"2At8oIIy24csRlmx3o7uTv\",\"title\":\"Net promoter score calculation - Sprinklr\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/2At8oIIy24csRlmx3o7uTv/20f47930fe2e0b34e151cfed0dc663a8/Net_Promoter_Score.png\",\"details\":{\"size\":150865,\"image\":{\"width\":1554,\"height\":1080}},\"fileName\":\"Net Promoter Score.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\\nSuggested Read:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/how-to-improve-nps-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"How to improve the Net Promoter Score of your brand?\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"3. Customer effort score (CES)\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-effort-score/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer effort score (CES)\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" assesses the ease with which customers experience completing a task or resolving an issue.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Typically, there are three instances where you can assess the customer effort score: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Following customer support interactions. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Post-purchase of the product or service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"After using the product or service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Types of CES surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Types of scales\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Example\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Interpretation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1-10 scale \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"On a scale of 1 to 10, customers are prompted with questions such as, \\\"How effortless was it to resolve your issue?\\\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A rating exceeding 7 indicates that the customer found the solution to their problem with little difficulty. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Likert scale \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The customer is asked - On a scale from 1 to 5, how much effort was required to address your recent issue with our product/service? \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"-Very low effort\\n-Low effort\\n-Neutral\\n-High effort\\n-Very high effort\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"The lower the degree of effort, the better the customer effort score. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Emoticon/emoji scale \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A customer effort score survey using an emoji scale might inquire, \\\"How was the checkout process?\\\" and offer three emojis: a smiling face, a neutral face and a sad face. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"From a customer perspective, the happy face emoji signifies minimal effort, whereas the sad face indicates maximal effort. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"table-cell\"}],\"nodeType\":\"table-row\"}],\"nodeType\":\"table\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"\\n💡Good Read:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/measure-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"How to measure customer experience with the right metrics\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer-centric strategy checklist for businesses \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here is a brief checklist for your customer-centric strategy that is ideal for businesses of all types and sizes.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"7D07YB4oTEHvLFwwefNbNO\",\"title\":\"Check List\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🎯 Vision and objectives\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Clearly articulate your vision for becoming a customer-centric organization. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Establish specific objectives and goals aligned with your vision. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"👥 Customers understanding\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Conduct thorough market research to understand customer needs, preferences and pain points. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Develop detailed customer personas to represent different segments of your target audience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"⛳ Customer journey mapping\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Identify key touchpoints and interactions throughout the customer journey. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Analyze each touchpoint to understand the customer experience and identify opportunities for improvement.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💼 Prioritizing customer needs\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Prioritize customer needs based on their importance and impact on the overall customer experience. \\n \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Align product development, marketing strategies and customer service initiatives with identified customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💪 Empowering employees\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Provide training and resources to empower employees to deliver exceptional customer experiences.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Foster a culture of customer-centricity throughout the organization, emphasizing the importance of prioritizing customer needs. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤖 Leveraging technology and data\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Invest in advanced technologies such as CRM systems, analytics platforms and automation tools to support your customer-centric strategy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Utilize customer data and insights to personalize interactions, improve targeting and optimize the customer experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"✅ Implementing feedback mechanisms\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Establish feedback channels to gather insights from customers at various touchpoints. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Actively listen to customer feedback and use it to inform decision-making and continuous improvement efforts.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📊 Measuring performance\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Define key performance indicators (KPIs) to track the effectiveness of your customer-centric initiatives.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Regularly measure and analyze KPIs to assess performance, identify areas for improvement and refine your strategy accordingly.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🤹 Promoting cross-functional collaboration\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\":\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Foster collaboration and communication across departments to ensure alignment and consistency in delivering a customer-centric experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Break down silos and encourage cross-functional teams to work together towards common customer-centric goals. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔛 Staying agile and adaptive\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Embrace agility and adaptability to respond quickly to changing customer needs and market dynamics.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Continuously iterate and evolve your customer-centric strategy based on real-time feedback and emerging trends \\n\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \\nAs we near the conclusion of our journey through customer-centric strategies, you now possess a comprehensive understanding of what it takes to prioritize your customers effectively, along with the key metrics and checklists to measure and implement these strategies. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Yet, it's crucial to recognize the pivotal role technology plays in bringing these strategies to life. In a market inundated with solutions for customer experience management, it's imperative to discern that only a \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Unified CXM platform\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" like Sprinklr can truly consolidate teams, tools and data onto a single unified platform. \\n \\nSprinklr empowers you with the collaborative tools and contextual insights necessary to orchestrate exceptional customer journeys, aligning perfectly with your customer-centric strategies. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"For personalized insights on how Sprinklr can address your unique business needs and elevate your customer experience efforts, don't hesitate to reach out to our experts.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"4BtRQRG7afvSeeZWrG4txQ\",\"name\":\"Schedule My Unified CXM Platform Demo\",\"type\":\"BUTTON\",\"variant\":\"primary\",\"text\":\"Schedule My Unified CXM Platform Demo\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/products/platform/\",\"external\":false,\"alignment\":\"CENTER\",\"isOpenNewTab\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"nodeType\":\"embedded-entry-block\",\"content\":[],\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"56IxUNz9wlCKb8VYC8ElA\",\"name\":\"FAQ - 7 steps to develop a customer-centric strategy \",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"cysIvkPMNMcjdHcuc8IvC\",\"name\":\"How do customer demographics impact a customer-centric strategy? \",\"title\":\"How do customer demographics impact a customer-centric strategy? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Customer demographics shape a customer-centric strategy by providing insights into the unique preferences, behaviors and needs of different customer segments.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"3Ss5Avf94ibCvP4sFVfSnC\",\"name\":\"What are the ethical considerations in collecting and using customer data for a customer-centric strategy? \",\"title\":\"What are the ethical considerations in collecting and using customer data for a customer-centric strategy?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Ethical considerations in collecting and using customer data for a customer-centric strategy involve ensuring transparency, consent, data security and compliance with privacy regulations to uphold customer trust and privacy rights.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"1ZsSoVtJ54JbBFTK1e3OhU\",\"name\":\"How frequently should a company review and update its customer-centric strategy? \",\"title\":\"How frequently should a company review and update its customer-centric strategy?\",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A company should regularly review and update its customer-centric strategy, at least annually, to adapt to changing market dynamics, customer preferences and emerging trends. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"42Fu60lvEMCVTXM8pa2L26\",\"name\":\"How does a customer-centric strategy affect product pricing?\",\"title\":\"How does a customer-centric strategy affect product pricing?\",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"A customer-centric strategy may impact product pricing by focusing on value-based pricing models that align with customer perceptions of product value, rather than solely relying on cost-based pricing approaches.\",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"1Aotmn3Bvq0qBA0oRmpQAf\",\"name\":\"What role does social media play in a customer-centric strategy? 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Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Jayadeep Subhashis\"},\"person\":{\"contentType\":\"person\",\"id\":\"52Cq6EMSm9lrw6syZiwcav\",\"entryTitle\":\"Jayadeep Subhashis\",\"name\":\"Jayadeep Subhashis\",\"title\":\"Senior Content Specialist\",\"companyDivision\":\"Sprinklr\",\"image\":{\"id\":\"sAfZXcgx9PYudmZjm7RNw\",\"title\":\"Jayadeep\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/sAfZXcgx9PYudmZjm7RNw/27b08ef6077b10270baea4389fdc6569/Jaydeep.png\",\"details\":{\"size\":3916019,\"image\":{\"width\":1737,\"height\":1737}},\"fileName\":\"Jaydeep.png\",\"contentType\":\"image/png\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With more than a decade of content marketing experience, Jayadeep is a senior B2B content creator and editor skilled in concise and elaborate storytelling. When he is not engaged in weaving compelling stories for Sprinklr, you will find him conversing with his dad about world history, music, movies, and books (mostly fiction). An avid traveler, Jayadeep meticulously plans the extended weekends ahead of time, ensuring his camera gear is ready to capture the safari adventures. He spends hours observing wildlife behavior, cut off from the internet, which, according to him, is a liberating experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"jayadeep-subhashis\"},\"personalization\":\"Lazy\"},{\"contentType\":\"blogAuthorPage\",\"id\":\"7iprSk2tN8Ka5E1AOXqOTI\",\"authorName\":\"Bhavya Aggarwal\",\"metadata\":{\"contentType\":\"metadata\",\"id\":\"2HrRAgTeoTUeoXa57T280i\",\"seoTitle\":\"Bhavya Aggarwal\",\"seoDescription\":\"Get the latest articles and insights from Bhavya Aggarwal. Stay updated with trends and practical advice.\",\"internalLinkLabel\":\"Bhavya Aggarwal\"},\"person\":{\"contentType\":\"person\",\"id\":\"1VZTTUoSj8XzqbQ6ckXmSP\",\"entryTitle\":\"Bhavya Aggarwal\",\"name\":\"Bhavya Aggarwal\",\"companyDivision\":\"Contributor\",\"image\":{\"id\":\"4Sc9cBvaLF4qa0umYJFQZM\",\"title\":\"Bhavya Aggrawal\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4Sc9cBvaLF4qa0umYJFQZM/5d2b1d9943ea2093982d3799de52741c/Bhavya_Aggrawal.jpeg\",\"details\":{\"size\":101876,\"image\":{\"width\":1024,\"height\":1024}},\"fileName\":\"Bhavya Aggrawal.jpeg\",\"contentType\":\"image/jpeg\"}},\"type\":\"BLOG_AUTHOR\",\"bio\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bhavya is a tech and marketing content writer with over five years of industry experience.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"slug\":\"bhavya-aggarwal\"},\"personalization\":\"Lazy\"}],\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Thank you for calling ABC Corporation.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Press 1 for English.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Press 2 for Spanish.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Press 3 for French.\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Customer:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" (presses 3) \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Agent:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"italic\"}],\"value\":\"Bonjour! Je m'appelle Camille. Comment puis-je vous aider aujourd'hui ?\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this scenario, the customer chose French because they could best communicate their needs in their native language. This choice might seem small, but it speaks volumes about a business’s \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-orientation/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer-oriented\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" approach — prioritizing the customer’s comfort rather than forcing them to adapt. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"When you offer multilingual support, you’re more than just accessible; you’re truly global. Today, multilingual support is necessary for any business with international operations. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"But is implementing multilingual support as straightforward as it seems? Sure, it starts with a simple call or message, but there’s a lot happening in the background — like the tech stack that connects a French-speaking customer to a French-speaking agent. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In this blog, we’ll explore the inner workings of multilingual support, its benefits, the challenges businesses face and expert tips for successfully navigating them. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"What is multilingual customer support? \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Multilingual customer support assists customers in multiple languages, ensuring they can effectively communicate and address their concerns in their preferred language. It's about bridging the language barrier between you and your diverse customer base, creating a more seamless and inclusive experience for all. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Global businesses recognize that catering to a worldwide audience means going beyond English to create a more inclusive experience for diverse markets. Even if you're focusing on the US market alone, consider this: around 68 million people speak a language other than English at home, which is nearly 20% of the population, according to \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://slator.com/number-non-english-speaking-households-continues-to-rise-united-states/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Slator\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By making multilingual customer service more accessible, you can reduce misunderstandings, improve first-call resolutions, minimize \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/escalation/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"escalations\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and create a more satisfying customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Key multilingual customer support channels \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Almost every communication channel businesses use today can be optimized to offer multilingual support. Here’s how they work: \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📞 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Phone support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Direct calls remain one of the most personal ways to resolve customer issues. With the help of an \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/interactive-voice-response/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"interactive voice response (IVR) system\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", you can route customers to agents who speak their preferred language, ensuring they feel understood and supported from the moment they connect. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📧 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Email support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Emails allow customers to lay out detailed concerns in their native language. Modern \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/email-management-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"email management tools\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" can route these emails to agents fluent in the respective language, guaranteeing clear communication and faster resolution times. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💬 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Live chat support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Today’s customers often prefer the immediacy of \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/live-chat-support/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"live chat\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". Offering multilingual live chat support can prevent language barriers from slowing down resolutions, so customers get quick help directly on your site or app hassle-free. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"💌 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Social media support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Platforms like X (formerly Twitter), Facebook and Instagram have become central to customer service. Providing multilingual support on these platforms means customers can reach out in the language they’re comfortable with —building a stronger connection and a more relatable brand experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"📑 \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Self-service resources\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": For customers who like to troubleshoot on their own, FAQs, help docs and video tutorials in multiple languages make all the difference. This support lets customers find solutions independently without contacting a representative, empowering them with the necessary resources. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Benefits of multilingual customer support \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Multilingual customer support brings tangible and intangible benefits to your business, helping resolve issues you might have struggled with for a long time. Let’s explore how. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Ensures an effortless customer experience\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"A whopping \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"89%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of businesses will compete mainly on customer experience. Customers shouldn’t struggle to express themselves or understand your services. Multilingual support is crucial in delivering a seamless experience by allowing customers to interact in their preferred language, reducing the chances of miscommunication. This ease fosters quicker issue resolution and ensures higher satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Consider Microsoft, for instance. The tech giant provides customer support in multiple languages across its products, ensuring users from different regions can get help in their preferred language. This multilingual strategy ensures effortless interaction and keeps \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-engagement/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customers engaged\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and satisfied. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"4KCKXursHWg4xkVgzXzVGJ\",\"title\":\"download - 2024-11-17T120209.678\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4KCKXursHWg4xkVgzXzVGJ/704dbac44ce39a979de4061dca4110f6/download_-_2024-11-17T120209.678.png\",\"details\":{\"size\":420084,\"image\":{\"width\":1600,\"height\":1015}},\"fileName\":\"download - 2024-11-17T120209.678.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://support.microsoft.com/en-us/worldwide\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Source\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reduces churn and increases retention \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"About \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"70%\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" of leaders aim to deploy technology to tap into the \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/voice-of-customer/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"voice of the customer\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and enhance their customer experience. Multilingual customer support shows customers you value their preferences. Providing this level of accessibility ensures customers feel heard, reducing frustration and ultimately improving \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-retention/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer retention\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Personalizes CX and provides a competitive edge \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Brands that provide a high level of personalization enjoy \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-experience-statistics/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"1.5 times\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" greater \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-loyalty/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer loyalty\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" than those that do not. Engaging with customers in their preferred languages is the most effective form of personalization, as it fosters trust and loyalty while offering a significant competitive advantage over time. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"📚Read More:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/personalized-customer-experience/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Personalized Customer Experience: Top 4 Ideas + Examples\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"How to provide multilingual customer support [+Expert tips] \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Here is a step-by-step guide to help you implement effective multilingual support. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 1️⃣: Assess your audience’s language needs\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Effective multilingual customer support begins with a deep understanding of your audience. \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/market-research/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Market research\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is your best ally here, helping you identify the primary languages your valued customers speak. Start by analyzing website analytics, customer inquiries and \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/social-media-interaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"social media interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to gain insights into their language preferences. This data will paint a clearer picture of which languages matter most to your customer base, enabling you to tailor your support strategy accordingly. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"6F0gRCr8mqbCUqHFVIME5a\",\"title\":\"🎯Pro Tip \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🎯Pro Tip\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Want to know exactly which languages to prioritize? Start by running \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-survey/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer surveys\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" through websites or in-app popups that ask customers about their preferred support languages. This direct feedback aligns your multilingual strategy with real \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-needs/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer needs\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\", helping you invest resources where they’ll have the most impact. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Also, make sure your surveys are available in multiple languages! Offering multilingual surveys shows customers you’re committed to inclusivity and personalizing their experience from the start. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Step 2️⃣: Hire and train multilingual staff\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Once you know your audience’s language needs, hiring and training multilingual staff is the next step. But it’s not just about language fluency — it’s also about understanding cultural nuances and communication styles so customers feel truly understood and supported. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Look for candidates fluent in both the language and the culture they’ll be serving. This cultural knowledge helps them adapt to subtleties in tone and etiquette, delivering a customer experience that feels familiar and comfortable. And don’t stop there — ongoing training is essential. Equip your agents with \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/customer-service-skills/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service skills\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" to handle challenging situations with empathy and professionalism, ensuring your multilingual support is as seamless and effective as possible. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔖Do not miss:\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-training/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Customer service training: A much-needed guide for 2024\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 3️⃣: Leverage AI-powered translation tools \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Language barriers can pose challenges, but AI-powered translation tools are changing the game. Real-time translation software, integrated with chat and email platforms, allows your team to bridge language gaps instantly, even for languages your team may not cover directly. These tools often extend to social media, enabling your team to handle customer queries in multiple languages without missing a beat. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"By using AI-driven translations, you can scale your multilingual support, maintain consistency, and ensure that customers feel understood no matter where they’re reaching out from. As these tools continue to advance, they’re becoming better at handling complex phrases and regional nuances, adding depth to your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-interaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer interactions\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 4️⃣: Deploy a multilingual chatbot\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Deploying an AI-powered chatbot that supports multiple languages is a game-changer for providing instant, around-the-clock support. By integrating a multilingual chatbot, you can help resolve common customer issues in real-time, in their preferred language, without making them wait. These bots can handle initial queries, direct users to the right resources or even escalate complex cases to the appropriate language-specific agents— ensuring a seamless experience across languages. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"To ensure your \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-service-chatbots/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer service chatbot\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" is effective, choose a solution that can automatically detect the customer's language or allow them to select their preferred language from the start. Regularly update your bot's language capabilities to reflect \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/customer-service-glossary/customer-feedback/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer feedback\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and ensure it can accommodate evolving regional nuances and industry-specific terms. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"1w4U4Fk2MBsN5Hi5Jji5tD\",\"title\":\"💡Do you know \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"💡Do you know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"With \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/conversational-ai/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr’s conversational AI platform\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", you can quickly build and deploy a multilingual chatbot across 25+ channels (including voice) in 100+ languages. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Powered by \",\"marks\":[],\"data\":{}},{\"nodeType\":\"hyperlink\",\"data\":{\"uri\":\"https://www.sprinklr.com/products/platform/ai-plus/\"},\"content\":[{\"nodeType\":\"text\",\"value\":\"Sprinklr AI+\",\"marks\":[{\"type\":\"underline\"}],\"data\":{}}]},{\"nodeType\":\"text\",\"value\":\", these bots handle requests dynamically and even resume conversations after interruptions, delivering an incredibly human-like experience. Whether resolving a query or escalating an issue, Sprinklr ensures your multilingual support remains consistent, effective, and scalable. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7n4HGm8feEzwtWrpG4Afxt\",\"title\":\"download - 2024-11-17T120219.232\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7n4HGm8feEzwtWrpG4Afxt/93a2cf4ffa72a66ff953b788f43c79cf/download_-_2024-11-17T120219.232.png\",\"details\":{\"size\":250475,\"image\":{\"width\":819,\"height\":857}},\"fileName\":\"download - 2024-11-17T120219.232.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"templateInlineShowcaseCta\",\"id\":\"62GAc02gfa95kDHuDeecTM\",\"contentEntryTitle\":\"Build generative-AI-powered multilingual bots in minutes. \",\"headline\":\"Build generative-AI-powered multilingual bots in minutes. \",\"cta\":{\"contentType\":\"cta\",\"id\":\"tCrqpHnBOPZjKCjAQM08I\",\"name\":\"REQUEST A DEMO\",\"type\":\"BUTTON\",\"text\":\"REQUEST A DEMO\",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"},\"mediaImage\":{\"contentType\":\"media\",\"id\":\"5IY422BbffArg4lCPtWfdn\",\"name\":\"Demo Care\",\"asset\":{\"id\":\"4jhVXEgRDJCmVtQFvD9k0t\",\"title\":\"Agent Assist Showcase CTA\",\"description\":\"\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/4jhVXEgRDJCmVtQFvD9k0t/ddb5f0c468c7d7b80167b5e9ee7ecbfe/Agent_Assist_Showcase_CTA.jpeg\",\"details\":{\"size\":3147767,\"image\":{\"width\":5824,\"height\":3264}},\"fileName\":\"Agent Assist Showcase CTA.jpeg\",\"contentType\":\"image/jpeg\"}},\"isFullWidthVideo\":false,\"isAutoplay\":false},\"desktopTextPosition\":\"RIGHT\",\"topMargin\":\"NONE\",\"bottomMargin\":\"NONE\",\"isFullWidthComponent\":true,\"hasRoundedCorners\":true,\"hasDropShadow\":true}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 5️⃣ Create multilingual self-service resources \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Not every customer wants to wait for an agent; some prefer to troubleshoot issues independently. That’s where multilingual self-service options come in. Start by deploying a multilingual FAQ chatbot. This empowers customers to resolve common problems independently, reducing your support team’s workload while boosting customer satisfaction. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Another valuable option is building a multilingual knowledge base. A well-maintained, multilingual knowledge base allows customers to access support in various formats — text, audio and video — giving them the tools to thoroughly understand your product or service. When kept up-to-date, this extensive resource can simplify complex offerings and expand your reach to a diverse, global audience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"7vUll5i1hubsYzruyKMjLW\",\"title\":\" 😊 Good to know \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\" 😊 Good to know\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Modern knowledge base software goes beyond traditional resources by embedding conversational bots that access and learn from your content to quickly resolve standard customer queries — helping clear your ticket queue in the process. \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"embedded-asset-block\",\"data\":{\"target\":{\"id\":\"7gpTkNdr7WKnCmhhRdL5mu\",\"title\":\"download - 2024-11-17T120227.714\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/7gpTkNdr7WKnCmhhRdL5mu/c92ff7e895ae6dd758fa915a6388e078/download_-_2024-11-17T120227.714.png\",\"details\":{\"size\":189633,\"image\":{\"width\":844,\"height\":578}},\"fileName\":\"download - 2024-11-17T120227.714.png\",\"contentType\":\"image/png\"}}},\"content\":[]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"\",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"5eMLdRgNhYTyoCBDIyos3e\",\"name\":\"SCHEDULE DEMO OF KNOWLEDGE BASE SOFTWARE \",\"type\":\"BUTTON\",\"text\":\"SCHEDULE DEMO OF KNOWLEDGE BASE SOFTWARE \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 6️⃣ Leverage conversational voice bots \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"In the age of Siri and Alexa, customers expect low-effort, intuitive support — and conversational voice bots deliver just that. With AI-powered multilingual capabilities, these bots let customers speak their preferred language, tackle issues instantly, and even switch to chat or email mid-conversation. It’s fast, it’s flexible and it gives customers control, so your support stays effortless and engaging at every step. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"id\":\"3VM5khXYHiq33sa5v7QXWP\",\"title\":\"download - 2024-11-17T120236.413\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/3VM5khXYHiq33sa5v7QXWP/268033ecb773a436aee32b376102ad66/download_-_2024-11-17T120236.413.png\",\"details\":{\"size\":629277,\"image\":{\"width\":1198,\"height\":937}},\"fileName\":\"download - 2024-11-17T120236.413.png\",\"contentType\":\"image/png\"}}},\"content\":[],\"nodeType\":\"embedded-asset-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Step 7️⃣ Partner with third-party language service providers \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Building an in-house multilingual team is ideal, but there are times when extra support is essential. Partnering with third-party language service providers can help fill these gaps, especially during peak periods or as you expand into new markets. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"These providers bring a team of language experts to your side, delivering top-tier customer support in multiple languages without compromising quality. Whether for overflow support or handling specialized languages, partnering with language service providers is a reliable solution when your team is stretched thin. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"boxContainer\",\"id\":\"272szyxOuzcNqElNN8b1DY\",\"title\":\"🎤 Expert insight \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"🎤 Expert insight\",\"marks\":[{\"type\":\"bold\"}],\"data\":{}},{\"nodeType\":\"text\",\"value\":\" \",\"marks\":[],\"data\":{}}]},{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When choosing a language service provider, prioritize cultural competency alongside language fluency. A provider with strong cultural insights will make customer interactions feel more authentic and engaging, leading to stronger customer satisfaction and loyalty. \",\"marks\":[],\"data\":{}}]}]},\"padding\":\"SMALL\",\"background\":\"LIGHT\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Common multilingual customer support challenges with solutions \",\"nodeType\":\"text\"}],\"nodeType\":\"heading-2\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"As powerful as multilingual support can be for \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/cxm/customer-satisfaction/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"customer satisfaction\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" and loyalty, it’s not without challenges. Here’s a look at some common obstacles and how to overcome them for seamless global customer service. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🔁 Maintaining consistency across languages\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With multiple languages in play, ensuring consistency in your messaging, tone and information can be tricky. This can lead to misunderstandings or mixed messages that affect the customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Use a centralized \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/blog/knowledge-base-software/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"knowledge base software\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" where all resources are stored and regularly updated. Additionally, train agents to adhere to brand tone and terminology standards. Tools like translation memory systems can help retain consistency across languages by keeping a record of previously translated phrases, ensuring continuity and reducing translation errors. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🏅 Managing quality with machine translation\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"AI-powered translation tools are handy, but they’re not flawless. Machine translation can struggle with nuanced expressions or industry-specific terms, leading to confusion or incorrect responses. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Deploy AI translation tools with human review for quality assurance. Using human-in-the-loop (HITL) systems can help bridge the gaps, with bilingual agents or language specialists reviewing critical translations. Regularly updating the AI’s vocabulary with industry-relevant terms can improve its accuracy. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"🌏 Handling regional dialects and cultural differences\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Even within the same language, regional dialects and cultural nuances can affect how your message is received. Customers may feel misunderstood if interactions don’t align with their local context. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Train your team to be aware of regional nuances, especially for languages with diverse dialects, like Spanish or Arabic. Partnering with culturally aware language providers can help, as can continuous learning sessions for in-house agents on regional expressions and cultural norms. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"💵 Managing costs of multilingual support\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Hiring multilingual staff, translating resources, and investing in specialized tools can add up quickly, especially for businesses that need to support a large number of languages. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Solution\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": Start by focusing on the most-requested languages and gradually scale based on customer demand. Leveraging AI translation tools for high-volume interactions and reserving human agents for complex cases can help balance cost-efficiency with quality. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Elevate your brand’s global reach with Sprinklr Service\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Adopting a global mindset is critical to scaling your business, even if you're not thinking globally. Multilingual customer support shows you're ready to serve a diverse audience and grow beyond local borders. But here's the thing — we live in an AI-driven world now. Relying solely on your support agents won't cut it anymore. You need something more reliable, like \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/products/customer-service/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr Service\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\". \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"With Sprinklr's complete customer service suite, you'll have everything you need to deliver seamless multilingual support: AI-powered chat, call management, smart omnichannel routing and deep analytics. As an all-in-one platform, \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://www.sprinklr.com/\"},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"underline\"}],\"value\":\"Sprinklr\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" empowers your brand to connect with customers in their preferred language while elevating the entire support experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Leading brands trust Sprinklr to manage their global customer support. Schedule your free demo today to discover how you can transform your customer experience. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"cta\",\"id\":\"378zPiOolIYWPttDfrtl99\",\"name\":\"SCHEDULE MY SPRINKLR SERVICE DEMO \",\"type\":\"BUTTON\",\"text\":\"SCHEDULE MY SPRINKLR SERVICE DEMO \",\"action\":\"NAVIGATE_TO_URL\",\"url\":\"https://www.sprinklr.com/demo-care/\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{\"target\":{\"contentType\":\"templateAccordion\",\"id\":\"46WRrYfUX5hI39XdmDcJ28\",\"name\":\"FAQ\",\"accordionRows\":[{\"contentType\":\"accordionRow\",\"id\":\"67bVC0QE4G4546T81T67Eo\",\"name\":\"How can businesses determine which languages to prioritize for multilingual customer support? \",\"title\":\"How can businesses determine which languages to prioritize for multilingual customer support? \",\"content\":{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Start by analyzing your customer base. Use analytics tools to identify the primary languages spoken by your audience. Focus on regions where your products or services are most popular. Customer surveys and website traffic data can also give valuable insights. Prioritize languages based on demand and market potential. \",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"78CrSEuE2AL32toBKqWrPJ\",\"name\":\"What are the best practices for maintaining consistency in support quality across different languages? \",\"title\":\"What are the best practices for maintaining consistency in support quality across different languages? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Use standardized support scripts and guidelines to ensure consistency. Train all agents on the same processes and values regardless of language. Invest in AI-powered translation tools for uniform responses. Regular quality checks and feedback sessions help ensure that service levels remain consistent across all languages. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"5pO1cjGRCJUyHtgvwYhSE6\",\"name\":\"How can businesses effectively integrate AI translation tools with human support agents for optimal results? \",\"title\":\"How can businesses effectively integrate AI translation tools with human support agents for optimal results? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"AI translation tools can handle routine inquiries, leaving complex tasks to human agents. Integrate these tools with your CRM so agents get real-time translations. Ensure agents are trained to spot inaccuracies in machine translations and take over when needed. This human-AI collaboration enhances efficiency without sacrificing accuracy. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true},{\"contentType\":\"accordionRow\",\"id\":\"7nfhQKNRFPfzxAAf6uLeAF\",\"name\":\"What strategies can help recruit and retain multilingual support staff? \",\"title\":\"What strategies can help recruit and retain multilingual support staff? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"To attract top talent, offer competitive salaries and career growth opportunities. Invest in continuous training programs to enhance language skills and customer service expertise. Recognize and reward exceptional performance. A supportive work environment and clear advancement paths can help retain multilingual staff. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"39rPwxC08Tr1wfp4k4uqKO\",\"name\":\"How can businesses ensure cultural sensitivity in multilingual support beyond just language translation? \",\"title\":\"How can businesses ensure cultural sensitivity in multilingual support beyond just language translation? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"Cultural sensitivity goes beyond translation. Hire agents who understand your customers' cultural context. Train your team on local customs, communication styles and expectations. Adapt your marketing and support content to be relevant to each region, ensuring a respectful and tailored customer experience. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":false},{\"contentType\":\"accordionRow\",\"id\":\"6MPloiMvSevddw5ISDWGx7\",\"name\":\"What are the key considerations when scaling multilingual support as companies expand into new markets? \",\"title\":\"What are the key considerations when scaling multilingual support as companies expand into new markets? \",\"content\":{\"nodeType\":\"document\",\"data\":{},\"content\":[{\"nodeType\":\"paragraph\",\"data\":{},\"content\":[{\"nodeType\":\"text\",\"value\":\"When scaling, consider language demand, local regulations and cultural nuances. Invest in scalable technologies like AI-powered chatbots and real-time translation tools. Ensure your team grows proportionately to meet the increasing demand. Finally, conduct regular assessments to refine your processes as new markets evolve. \",\"marks\":[],\"data\":{}}]}]},\"isIndexable\":true}],\"startOpen\":false,\"accordionDisplayStyle\":\"CLEAN\",\"noContainerLeftRightPadding\":true,\"noContainerTopBottomPadding\":true,\"bottomMargin\":\"SMALL\",\"topMargin\":\"SMALL\"}},\"content\":[],\"nodeType\":\"embedded-entry-block\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"},\"thumbnailImage\":{\"id\":\"5lULlCWSzbY5sdtEztnNnq\",\"title\":\"Multilingual Customer Support\",\"file\":{\"url\":\"//images.ctfassets.net/ukazlt65o6hl/5lULlCWSzbY5sdtEztnNnq/c57109b00ddee13c911c9a8e56b1288e/Multilingual_Customer_Support.jpeg\",\"details\":{\"size\":9890025,\"image\":{\"width\":7137,\"height\":4000}},\"fileName\":\"Multilingual Customer Support.jpeg\",\"contentType\":\"image/jpeg\"}},\"slug\":\"/blog/multilingual-customer-support/\"}]}]]}]}]}]}]]}]]}]\n"])</script></body></html>