To sell what’s right and to sell what your customer wants. Easier said than done. This philosophy of core customer service targets the ideology of what is called the right selling. Proving himself as a budding entrepreneurial star in the field of media marketing/consultancy, Dr. Kumar Shubham explains his belief in the philosophy of long term relationships.
According to McKinsey & Company “Today’s consumers do not buy just products or services – more and more, their purchase decisions revolve around buying into an idea and an experience.”
Explaining this better, Dr. Kumar Shubham, Entrepreneur and Director at Double Click Solutions, explains the importance of being customer-centricity in the service industry.
Customer-centric is a business strategy that’s based on putting your customer first and at the core of your business in order to provide a positive experience and build long-term relationships. This adds value to the service providers in terms of the client’s experience and results in a win-win situation for both parties. Dr. Kumar suggests an effective business ideology saying, “The right business is basically putting customers’ needs first and generating a long term relationship more than any given transaction.”
“Approach Each Customer With The Idea Of Helping Him Or Her To Solve A Problem Or Achieve A Goal, Not Of Selling A Product Or Service.” – Brian Tracy
Dr. Kumar Shubham’s dream is to create a workstyle that focuses on providing professional and smooth work experience for his company’s clients.He is aware and implies the need to understand the needs of his clients. He believes doing so is what helps you establish a permanent relationship with your client.
Dr. Kumar says, ”A satisfied customer will never work or use anyone else’s services and will hopefully provide a good reference to others too. This is only possible if service providers incorporate customer-centricity as a core attribute of a company.”
Seeking Customer Feedback and acknowledging the problem are the first basic steps to involve the customer in the process. Taking responsibility for the issues and fixing it implies the value of the client’s feedback. During this process availability and urgency play an extremely crucial role in building trust for the company. Dr. Kumar suggests the importance of maintaining a positive attitude with the customer throughout the process in order to evolve the bond between the customer and the company.
Dr. Kumar shares with his personal thought process while managing his difficult clients. He says,” I try to put himself in the customers’ perspective every time an onerous issue arises. My aim remains solely focused on providing the best possible information to make the best possible decision. I make sure a point to go at length and discuss the possible solutions and outcomes to all their industry-related issues.”
Dr. Kumar explains that it is nearly impossible for every individual to possess knowledge regarding everything within every day changing dimensions of the digital marketing industry. To successfully manage that loophole, he believes it is extremely important to have a dedicated team in hand that has the ability to work together toward a common vision. Selling or providing your desired products and services in ways that fail to appeal to the customers may result in the loss of worthy clients and an opportunity to grow professionally for the company.
To explain the impact of customer service affecting customers’ choice Dr. Kumar gives the example of a survey conducted on customers towards their loyalty to a brand in 2018. During the survey, 66 percent of respondents from the United States stated that customer service was very important to them when choosing a brand. Dr. Kumar concludes specifying that customer service involves the provision of communication services to customers before, during, or after the exchange of goods and services. Dr. Kumar Shubham calls customer centricity and customer service as the biggest deal strategy through which businesses can sell themselves and earn benefits.