What Is Customer Obsession and How to Achieve It


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True customer obsession is fundamentally about empathy, accomplished by listening to your customers. You may understand your clients’ needs and develop genuine sympathy for them by carefully listening.

It is inadequate to listen to customers. While most firms dedicate considerable time and money to hearing the “voice of the customer,” few are happy with the results. In-depth customer satisfaction surveys may be inaccurate and time-consuming to complete, and the majority of customers who defect claimed a high level of satisfaction. Businesses must ensure good customer feedback loops to have a thorough knowledge of their customers.

Consider some of the strategies for sustaining consumer enthusiasm. However, it would help if you first considered how minor but significant adjustments to organizational processes might result in a more positive client experience and the establishment of stronger customer relationships.

Start With Proper Research

Customer focus starts with an in-depth understanding of your client’s goals and using your services to support them. You should view yourself as issue solvers, aiding customers in obtaining their desired outcomes, which may require you to think creatively. Because your proposals may not always correspond with what customers want, approach the research step with an altruistic mindset.

Even if you cannot assist customers directly, continually look for chances to aid them in helping themselves, demonstrating your involvement in their success and in pursuing a long-term relationship with them.

Pursue Objectives for Better Insights

Our study should provide light on our customers’ business and personal aims. Nobody works only to work; clients, like us, are unique individuals with distinct interests and motivations. The better we understand the human causes of our customers, the more effectively we can collaborate with them to accomplish their intended objectives.

This awareness should govern our activities and communication style to the greatest extent feasible. Consider what would make each customer feel most at ease in their setting. To communicate more effectively with our customers, we must alter our communication style, mainly if our communication styles are drastically different. Customers’ expectations are satisfied through customizing the whole customer relationship, including its psychological and behavioral components.

Be Prepared For Follow-Up

Customer obsession is an organization’s dedication to rapidly identifying and reacting to customer needs. While many firms focus on meeting customer needs, many make the fundamental mistake of failing to do so in real-time. For example, a recent study indicates that firms that call a customer within an hour of first contact are seven times more likely to close a transaction.

Regrettably, an astounding two-thirds of firms lack a method for providing real-time follow-ups. As a result, consumers have considerable influence, and negative news swiftly travels via the internet and social media channels.

Use Appropriate Language

Customer obsession, as an organizational commitment, necessitates that you use customer obsession principles in all firm’s external and internal communications. It will need a language change away from “me” and “I” toward “us,” “we,” and “you.”

These slight alterations may significantly affect how our consumers perceive us throughout a transaction. By adopting the appropriate behaviors and attitudes into our daily contacts with colleagues and meetings with partners and stakeholders, we help spread them across our business and the world.

Formulate Internal & External Reward Systems

It takes effort and practice to develop a constant customer focus. It is usual for individuals to continue doing something they like after getting positive reinforcement — and the more often we do something, the more automatic it becomes. By implementing ways and processes to identify and reward customer fixation at all levels of our firm’s structure, we may foster customer obsession across the organization.

Establish weekly or quarterly meetings at all levels of the organization, during which leaders recognize individuals who exemplify the customer’s significance. For instance, if a salesperson earns a great review from a client, the company may honor the customer’s enthusiasm by including a badge in the corporate directory.

Lead from the Front

Organizational leaders can create a culture of customer focus from the top down. Therefore, customer obsession must become part of leadership dialogues and business planning – during pipeline reviews, in-person shareholder meetings, and business development lifecycle. It’s only logical that if we want our employees to execute a customer-centric plan, we should do the same with our corporate strategy.

Review, Refine, Refocus on the Basics

Customer focus necessitates the empowerment of employees at all levels of the firm. The institutionalization of customer-obsessed behaviors and procedures helps allow customer-obsessed businesses at every stage of the sales process, from pre-sales to sales to after-sales. Reward systems, quarterly training refreshers, e-learning tools, and even role-play situations during sales kickoffs may all play a significant part in this process.


Concentrating on the people you serve rather than the bottom line is the most efficient and effective way to extend your company’s reach and profitability. So naturally, it takes time to turn a company’s culture into one focused entirely on the wants and wishes of its consumers. However, it can be one of the most successful techniques of enhancing customer service and encouraging long-term sustainability in the long run.

Margarita Hakobyan
CEO and founder of MoversCorp.com, an online marketplace of local moving companies and storage facilities. Business women, wife and mother of two with bachelor's degree from the University of Utah with a concentration in International Studies and a Masters Degree also from the University of Utah with a degree in International business.


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