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Have you heard the story about Nordstrom giving a refund for tires — despite the fact that they don’t sell tires?
It sounds like an urban legend, but it’s true. In 1975, Nordstrom refunded a man for snow tires bought from a previous store at their location, no questions asked, showcasing their customer-first philosophy.
This story shows what a customer-first strategy is all about: putting customers at the center of everything. It’s more than fixing problems or giving deals — it’s about making every interaction count and showing customers they matter.
In this article, I’ll unpack the importance of customer-first strategy and give you practical ways to put customers first, including tips and tools.
Benefits of a customer-first strategy
Putting your customers first isn’t just good karma — it’s good business. Prioritizing your customers helps build stronger relationships, enhances customer lifetime value, boosts your brand reputation, and makes your business stand out. Let’s break down exactly how this approach can pay off.
Better customer loyalty
Happy customers stick around. When people feel like they’re being heard and treated well, they’re much more likely to keep coming back for more. Plus, loyal customers tend to spend more over time, so it’s a win-win.
Starbucks nailed this with its rewards program, a perfect example of a customer-first strategy in action. Customers love earning points for free coffee and exclusive perks, and it keeps them coming back for their daily caffeine fix.
The program also personalizes offers, like a free drink on your birthday or recommendations based on past orders, making customers feel understood.
A reputation that sells itself
Word-of-mouth is the cheapest and most effective marketing you’ll ever get. If you go above and beyond for your customers, they’ll tell their friends, post about you online, and become walking, talking ambassadors for your brand.
Patagonia’s focus on repairing products instead of pushing people to buy new ones has built a loyal following for the company. Their Worn Wear program, which lets customers trade in and repair old gear, fits perfectly with their sustainability values.
People see them as a brand that really walks the walk, and that creates serious trust.
More sales, less effort
When customer satisfaction is high, clients are more likely to spend more.
They trust you, know what to expect, and are willing to invest in your products or services without second-guessing. This is the essence of a customer-first strategy.
Apple is a pro at this. Their customers are always ready to grab the latest iPhone or MacBook because they trust the quality and customer experience Apple delivers. Apple doesn’t just sell products, they sell a lifestyle.
Whether it’s the seamless integration across devices or the design that exudes simplicity, customers feel like they’re investing in more than just technology.
Stand out from the competition
Let’s face it: there’s a lot of noise out there. A customer-first mindset is one of the best ways to set yourself apart. If you consistently make your customers feel valued, they’ll choose you over the competition every time.
Tesla’s direct-to-consumer model and personalized approach to car buying have flipped the traditional dealership model on its head. They’ve cut out the middleman, offering an easy online buying process that’s transparent and efficient.
Plus, their over-the-air software updates mean customers’ cars stay current without the hassle of a service visit.
4 ways to put the customer first
If you want to embrace a customer-first strategy and prioritize customer needs, you need to embed that mindset into every part of your business.
And the payoff is worth it. Studies show that 73% of customers say a good experience is key in influencing their brand loyalty. Satisfied customers are more likely to recommend you to others, too.
Here are some practical ways to start putting your customers first, along with tools and tips to make it easier.
1. Develop a customer-centric mindset
To truly put customers first, customer-centricity has to go beyond a slogan and become a way of doing business. A customer-centric culture is one where every team member, from leadership to frontline employees, prioritizes the customer experience in their daily decisions.
You need to make customer satisfaction the driving force behind your company’s actions, strategies, and goals.
Train your team to prioritize customer needs
Start by making sure everyone on your team understands what “putting the customer first” actually means. This involves more than just being polite during interactions but also actively listening, anticipating needs, and going the extra mile to solve problems.
- Run workshops or training sessions focused on empathy, problem-solving, and communication skills.
- Encourage employees to take ownership of customer issues, even if they aren’t directly responsible for resolving them.
Encourage open communication and feedback
Create an environment where customers feel comfortable sharing their thoughts. Whether it’s positive feedback or a complaint, every piece of input is an opportunity to learn and improve.
- Make feedback channels accessible: Add feedback options to emails, invoices, or after-chat sessions.
- Show customers you’re listening: Acknowledge their input and let them know how you’re using it to improve.
Include internal feedback loops for your employees to share what they’re hearing from customers, ensuring insights don’t get lost.
How can LiveChat's chat ratings help?
LiveChat’s chat ratings are one of the simplest and most effective ways to gather customer feedback, perfectly aligning with a customer-first strategy.
At the end of every interaction, customers can rate their experience on a scale (thumbs up or thumbs down, etc.) and leave a comment if they want to share more details.
These ratings give you a clear and immediate snapshot of how your team is doing, straight from the people who matter most — your customers.
How it works:
Chat ratings are automatically triggered at the end of conversations so customers can provide feedback while the experience is still fresh in their minds. You’ll get instant access to this data, whether it’s a simple “Great job!” or constructive criticism about something that didn’t go well.
By reviewing these insights regularly, you can understand what’s working, what isn’t, and where you might need to improve.
To make the most of chat ratings, create a routine for reviewing, measuring customer satisfaction and acting on the feedback:
2. Personalize customer interactions
Nobody wants to feel like just another ticket in the queue. Customers crave personal attention, and they’re more likely to stick with your business when they feel valued.
You can apply a customer-first strategy through personalized service. Personalizing your interactions is actually about using what you know about your customers to make them feel understood.
Use customer insights to personalize offers and recommendations
Data is your best friend when it comes to personalization. By analyzing customer behavior, preferences, or even feedback, you can offer solutions or recommendations tailored to their specific needs. For example:
- If a customer frequently purchases a certain product, suggest a complementary item.
- Send personalized discounts for items they’ve shown interest in but haven’t yet purchased.
- Use their past behavior to create relevant email campaigns or customer loyalty rewards.
Address customers by name and reference past interactions
Something as simple as using a customer’s name can make a big impact. Going a step further by referencing previous conversations or purchases shows customers you’re paying attention. For example:
- Instead of saying, “How can I help you today?” try, “Hi, Sarah, I see you reached out about your recent order last week — how’s everything going with that?”
How can LiveChat's customer data help?
LiveChat’s customer data feature is a game-changer when it comes to personalizing customer interactions and fulfilling customer expectations.
This tool gives agents instant access to key details like chat history, past purchases, browsing activity, and preferences — all in one place, right when they need it.
With this context readily available, agents can skip the generic responses and dive straight into meaningful conversations that align with customer needs.
How it works:
When a customer initiates a chat, LiveChat automatically pulls up their profile and history, including:
Pro tip for maximizing customer insights: Combine the data with other LiveChat features like canned responses.
Canned responses are pre-written answers to common questions, and they can be a key part of a great customer-first strategy when used thoughtfully.
Instead of feeling robotic, agents can personalize these replies using customer insights and adapting them to fit the customer’s specific needs and past interactions.
For instance, instead of sending a generic response like, “Here’s the link to track your order,” an agent could customize it to say, “Thanks for reaching out, Sarah! Here’s the link to track your recent order of the wireless headphones. Let me know if there’s anything else you need.”
This small adjustment instantly makes the interaction feel more thoughtful and personal.
3. Make the communication prompt and efficient
Nobody likes to be left waiting — especially when they’re dealing with an issue. Quick, efficient communication isn’t just a nice-to-have, it’s a must when it comes to putting customers first.
The faster and smoother you respond, the more valued your customers feel. And when customers feel appreciated, they’re more likely to stick around and spread the word about your great service.
Respond quickly across all channels
Whether customers reach out through chat, email, or social media, they expect a quick reply. Even if you can’t provide a full resolution right away, a fast initial response lets them know you’re on it.
- Consider setting response time goals, like replying to all live chat inquiries within 30 seconds and emails within 24 hours.
- Use automated acknowledgments for emails or social media messages to let customers know their issue is being reviewed.
Track and manage interactions efficiently
When customer interactions are spread across multiple platforms, it’s easy for things to fall through the cracks. Use tools that centralize these communications so agents have a clear overview of customer conversations, no matter where they started.
- For example, an integrated system can let you see when a social media inquiry escalates to live chat, ensuring the agent has all the context they need.
How can LiveChat's message sneak-peek help?
LiveChat’s message sneak-peek is a game-changing feature for delivering exceptional customer service.
It allows agents to see what customers are typing in real time, even before they hit the "send" button.
How it works:
When a customer starts typing, the message sneak-peek feature displays their text to the agent in real time. This means the agent doesn’t have to wait for the message to be sent before taking action. By getting a preview of the customer’s concerns or questions, agents can start thinking about solutions, pulling up resources, or crafting a response immediately.
Having a head start on responses means agents can work faster and more efficiently.
Let’s say a customer begins typing, “I need help tracking my order.” While they’re still finishing the message, the agent can locate the order in the system and get the tracking details ready.
By the time the customer hits send, the agent has a personalized response ready to go, creating a smooth interaction.
4. Gather and act on customer feedback
Listening to your customers is only the first step — what really counts is taking action.
A strong customer-first strategy involves the customer service team using feedback as a roadmap to understand what’s working, what’s not, and what your customers really want.
If you don’t leverage that feedback to improve your products, services, or processes, you’re missing a huge opportunity for business growth and developing a loyal customer base.
Ask for feedback regularly
The best way to understand what your customers think is to ask them. Surveys, quick polls, or even a simple “How did we do?” question at the end of an interaction can go a long way. The key is to make it easy and effortless for customers to share their thoughts.
Putting customers at the center of your strategy by gathering this feedback helps you improve and boosts customer lifetime value by enhancing their overall experience.
For instance, after a chat session, you could ask, “Was your issue resolved?” or “How can we improve your experience?” The easier it is to respond, the more likely they are to participate.
Analyze the feedback for customer-centric approach
Once you’ve collected feedback, the next step is to dig into it. Look for patterns and trends. Are there recurring complaints about a particular process? Is there a specific feature that customers keep mentioning they love — or one they wish you’d improve?
Analyzing feedback can uncover valuable insights that you might not have noticed otherwise. For example, if customers frequently mention long wait times during peak hours, it might be time to adjust staffing or implement automation to handle common queries faster.
When reviewing feedback, create a clear plan for what you’re going to do with it. For example:
How can LiveChat's post-chat surveys help?
LiveChat's post-chat surveys are a great way to get quick feedback right after a conversation, while the experience is still fresh. These surveys show up automatically at the end of a chat, making it easy for customers to share their thoughts.
They can be as simple as a star rating or thumbs up/down, or you can include open-ended questions to get more detailed insights.
With a strong customer-first strategy, you can also customize these surveys to focus on what matters most to your business. For instance, you might ask whether the customer’s issue was resolved, how satisfied they were with the agent’s assistance, or even if there’s something they think could be improved.
How it works:
Post-chat surveys are incredibly effective because they capture feedback at the moment it matters most — right after the interaction. When people are asked to reflect on the customer experience immediately, their responses are more detailed than surveys sent days or weeks later.
This “in the moment” feedback gives you a clear picture of how well your team is performing and plays a crucial role in boosting customer lifetime value by helping you identify ways to improve satisfaction and loyalty.
Post-chat surveys are quick and easy, taking just seconds for a simple rating or comment. This convenience leads to higher response rates than traditional email surveys.
How to use it:
- Monitor agent performance: Post-chat surveys provide a direct way to gauge how individual agents are performing. If a particular agent consistently receives high ratings, they can serve as a role model for the rest of the team. On the other hand, if an agent’s ratings are lower, it may indicate they need additional training or support.
- Identify recurring issues: Analyzing the comments left in surveys can help you identify common pain points or trends that might require attention. For example, if multiple customers mention difficulty navigating your website, this feedback could signal a need for a UX redesign.
- Measure customer satisfaction over time: Tracking survey results over weeks or months is a key part of a customer-first strategy, helping you measure overall client satisfaction. If you roll out a new support policy, you can use survey data to see whether customer satisfaction improves.
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Achieve customer satisfaction by putting the customer first!
Using a customer-first strategy is the secret to building long-term success. When you adopt a customer-centric mindset and focus on meeting customer expectations, you create loyalty, stronger relationships, and experiences that keep them coming back.
Tools like LiveChat make this easier by helping you personalize interactions, gather valuable feedback, and equip your team with the tools to shine.
A customer-first approach isn’t just about good service — it’s about creating a strategy that puts customers at the center of everything you do.
Start now, and see how it helps your business grow!
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