A customer-centric organization focuses on all touchpoints it has with customers—from customer service to care planning, delivery, and assessment. At each interaction, a good company should request feedback and remediate unfavorable metrics promptly.
Favorable metrics and the reasoning behind them should be canonized in the organization’s service-delivery model.
Building a Customer-Experience team is always a smart approach. This team should be composed of staff members representing the critical service touchpoints and should be in charge of managing and tracking customer-experience metrics.