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Want to accelerate your business? It’s all about a customer-centric approach

Updated: Jan 23


Customer-centric approach

Scaling a business while maintaining a high-quality customer experience is a challenge many organisations face. At smart/tasking, we’ve partnered with companies across sectors to ensure that growth strengthens - rather than disrupts - customer relationships. Our approach to business acceleration combines insights into customer needs, cross-team alignment, scalable support systems, data-driven decision-making, and open communication to create sustainable, people-focused growth. 


And below we draw on some of our real-world case studies, sharing how these strategies have helped organisations expand effectively while keeping their most important asset - their customers - at the heart of the journey. Here’s your guide to scaling up without losing sight of what truly matters: 


Root your growth in customer insight. smart/tasking story: When we partnered with a utilities provider, our first step was to deeply understand their customers’ journey. Through surveys and direct feedback, we identified key pain points - such as communication gaps and billing confusion - that affected satisfaction. Armed with this insight, we co-designed a customer service model that addressed these needs directly, allowing the provider to grow while improving the customer experience. 


Takeaway tip: Start by mapping out your customer journey. What frustrations do your customers face, and where are they most satisfied? Use these insights to guide your growth strategy, making sure you’re solving real issues as you scale. 


Align every department with customer outcomes. smart/tasking story: In a project with a global tech company, we found that each department impacted the customer experience in surprising ways. We held cross-departmental sessions where teams from operations, marketing, and support learned how their roles influenced customer outcomes. This led to simple yet powerful shifts, like adding proactive notifications from operations and implementing quicker response systems in customer support, which enhanced the overall customer experience. 


Takeaway tip: Run cross-department workshops focused on customer outcomes. When every team understands the customer impact of their work, it creates a cohesive, customer-centric approach that scales with your business. 


Invest in scalable support systems. smart/tasking story: As we helped a combined utilities provider prepare for rapid growth, we recognised that customer support could be a bottleneck. Instead of simply hiring more staff, we developed a scalable support model using CRM systems, AI-driven chatbots, and self-service portals. This allowed the provider to handle increased inquiries efficiently without compromising response quality. 


Takeaway tip: Think about how your support systems can grow with your customer base. Consider updating technology, investing in CRM systems, chatbots, or self-service resources that allow customers to get the help they need, even as demand increases. 


Use customer data. smart/tasking story: In our collaboration with a financial services client, our data consolidation tool smart/sync was key to making customer-focused growth decisions. By tracking customer feedback, purchase patterns, and common support requests, we helped the client identify which services needed refinement and which were ready to expand. This data-driven approach ensured that their scaling efforts were in sync with customer needs, building loyalty even as they grew. 


Takeaway tip: Make data a central part of your scaling strategy. Track customer interactions and feedback and use these insights to guide decisions on what to improve, what to add, and what to prioritise as you grow. 


Keep customers informed.  smart/tasking story: When we worked with a healthcare client undergoing rapid expansion, transparency became a core part of the strategy. We helped them establish communication channels that kept customers informed about new service options, extended hours, and upcoming changes. By keeping customers in the loop, they built trust, showing customers that growth was designed with them in mind. 


Takeaway tip: As you scale, keep customers informed of changes and improvements. Whether it’s through email updates, social media, or newsletters, regular communication helps customers feel valued and reassures them that your growth is beneficial to them. 

Scaling without losing your customer focus is possible with the right approach. At smart/tasking, we’ve helped companies of all sizes grow sustainably by putting customers first. Get in touch to find out how we can support you with your business acceleration. 

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