{"id":7777,"date":"2020-06-01T17:24:39","date_gmt":"2020-06-02T00:24:39","guid":{"rendered":"https:\/\/www.ringcentral.com\/small-business\/blog\/?p=7777"},"modified":"2025-03-13T06:26:40","modified_gmt":"2025-03-13T13:26:40","slug":"customer-focus","status":"publish","type":"post","link":"\/us\/en\/blog\/customer-focus\/","title":{"rendered":"Becoming customer-focused: A primer for small businesses"},"content":{"rendered":"<p>Customer focus sounds simple enough. How hard is it to truly care about a person who\u2019s responsible for your profits and paycheck?<\/p>\n<p>But as intuitive as it sounds, there aren\u2019t a lot of companies getting this pitch perfect.<sup>1<\/sup> Many businesses <i>think<\/i> they\u2019re customer-centric, but they\u2019re really not. The CMO Council reports that \u201conly 14% of marketers say that customer centricity is a hallmark of their companies, and only 11% believe their customers would agree with that characterization.\u201d<br \/>\nWhere\u2019s the gap?<\/p>\n<p>Delivering an unforgettable <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a>\u2014the kind that explodes metrics and wins awards\u2014is, unfortunately, not just about customer service at all. As a company that\u2019s helped companies deliver award-winning customer experiences, we know it begins well before your brand is even a twinkle in your customer\u2019s eye.<\/p>\n<p>In this article, we\u2019ll cover:<\/p>\n<ol class=\"table-of-content\">\n<li><a href=\"#What does \u201ccustomer focus\u201d mean exactly?\">What does \u201ccustomer focus\u201d mean exactly?<\/a><\/li>\n<li><a href=\"#Why is it important?\">Why is it important?<\/a><\/li>\n<li><a href=\"#How to create a customer focus strategy for your business in 6 steps\">How to create a customer focus strategy for your business in 6 steps<\/a><\/li>\n<li><a href=\"#Examples of customer-focused companies\u2014and how they do it\">Examples of customer-focused companies\u2014and how they do it<\/a><\/li>\n<\/ol>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Start building your customer focus. Take the quiz to see h<\/span>ow customer-obsessed your business is. \ud83d\udc9a<\/p>\n<p class=\"p1\">\n<div class=\"download-form-widget standart-download-form\" data-url=\"https:\/\/netstorage.ringcentral.com\/documents\/quiz_how_customer_obsessed_your_business.pdf\" data-id=\"69d49183c6279\" id=\"69d49183c6279\">\n\t\t<button tabindex=\"on\"  on=\"tap:69d49183c6279.toggleClass(class='open')\" class=\"open-modal-download-action download-form-button\" type=\"submit\">\ud83c\udf1f Want to provide better customer service?<\/button><\/p>\n<div class=\"download-form-modal\">\n<div class=\"download-form-modal-body\">\n<div class=\"download-form-modal-content\">\n<div class=\"download-form-modal-title\">\ud83d\udc40 Ready to see how your business stacks up? <\/div>\n<form class=\"download-form SMB\" method=\"post\">\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Full Name\" aria-required=\"true\" aria-invalid=\"false\" type=\"text\" name=\"fullname\" placeholder=\"Full Name\" data-dl-events-hover=\"true\" data-dl-element=\"text\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<input class=\"download-form-input\" aria-label=\"Email (please enter a work email address)\" aria-required=\"true\" aria-invalid=\"false\" type=\"email\" autocomplete=\"on\" name=\"email\" placeholder=\"Email (please enter a work email address)\" data-dl-events-hover=\"true\" data-dl-element=\"email\" data-dl-additional-info=\"download form\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"popup_form\" value=\"1\">\n\t\t\t\t\t\t<\/div>\n<div>\n\t\t\t\t\t\t\t<input type=\"hidden\" name=\"Lead_Entry_Source__c\" value=\"RC Blog\" class=\"download-form-input\"\/>\n\t\t\t\t\t\t<\/div>\n<div class=\"download-form-part\">\n\t\t\t\t\t\t\t<button class=\"download-form-submit\" type=\"submit\" data-dl-element=\"button\" data-no-auto-dl=\"true\" data-dl-additional-info=\"download form\" data-dl-name=\"Take the quiz\">Take the quiz<\/button>\n\t\t\t\t\t\t<\/div>\n<\/p><\/form>\n<p> \t\t\t\t\t<button on=\"tap:69d49183c6279.toggleClass(class='open')\" role=\"button\" tabindex=\"0\"  class=\"download-form-modal-close\"><\/button>\n\t\t\t\t<\/div>\n<div class=\"download-form-modal-thank\">Enjoy the quiz! <\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p><\/div>\n<\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<hr \/>\n<p><a name=\"What does \u201ccustomer focus\u201d mean exactly?\"><\/a><\/p>\n<h2><b>What does \u201ccustomer focus\u201d mean exactly?<\/b><\/h2>\n<p>\u201cThere are many ways to center a business,\u201d said Jeff Bezos in a letter to his shareholders in 2016. \u201cYou can be competitor focused, you can be product focused, you can be technology focused, you can be business model focused, and there are more.\u201d The founder of Amazon is famously, obsessively customer-focused, sometimes to the detriment of profits and retailers.<\/p>\n<p>Being customer-focused means knowing your customers deeply\u2014needs, wants, likes, dislikes, and all\u2014and having a plan to make them happy. It\u2019s not more than just lip service.<\/p>\n<p>If you\u2019re customer-focused, likely you\u2019ve placed your customer at the heart of all your business decisions and operations across every department. In customer-focused companies, every single individual from the top brass to customer service reps knows their company\u2019s <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-find-your-target-audience\/\" target=\"_blank\" rel=\"noopener noreferrer\">target audience<\/a> well\u2014and is constantly thinking about how to serve them better.<\/p>\n<p><a name=\"Why is it important?\"><\/a><\/p>\n<h2><b>Why is customer focus so important?<\/b><\/h2>\n<p>For decades, academics and business veterans have been harping on about the importance of putting customers first. There\u2019s Fred Riechheld\u2019s oft-quoted finding that it can be anywhere from five to 25 times more expensive to acquire a new customer than to keep an existing one.<sup>2<\/sup><\/p>\n<p>And there\u2019s the simple fact that the world is teeming with choices for consumers, which means it\u2019s getting harder and harder for businesses to differentiate themselves from competitors.<\/p>\n<p>Research shows that, although other factors like branding and product features are important, <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-support\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer support<\/a> and the quality of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interactions<\/a> account for more than a whopping 50% of variance in customer satisfaction.<sup>3<\/sup><\/p>\n<p>People will always remember how you make them feel. And that\u2019s the edge that your neighborhood deli has over the giant chain store\u2014it might just have two brands of mustard instead of a dozen, but Mr. Katz will always remember your order and how you like your sandwich cut.<\/p>\n<p>The thing is, achieving that level of intimacy and friendliness in your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-relations\" target=\"_blank\" rel=\"noopener noreferrer\">customer relations<\/a> isn\u2019t just a nice fuzzy thing to dream about during charged vision and mission meetings. Customer experience (CX) is, as Gartner refers to it, \u201cthe new marketing battlefront.\u201d<\/p>\n<p>Customer-centric companies are <i>60% <\/i>more profitable than companies that don\u2019t focus on customers.<sup>4<\/sup> According to the 2017 Gartner Customer Experience in Marketing Survey, more than two-thirds of marketers responsible for CX say their companies compete mostly on the basis of CX.<sup>5<\/sup><\/p>\n<p>And it all begins with customer focus.<\/p>\n<p><center><iframe style=\"padding-top: 10px; padding-bottom: 20px;\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1Pro-tip<\/b>:<\/div>\n<p>What <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-apps\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service apps<\/a> should a small business look into?<\/p>\n<\/div>\n<p><a name=\"How to create a customer focus strategy for your business in 6 steps\"><\/a><\/p>\n<h2><b>How to create customer focus in 6 steps<\/b><\/h2>\n<p>The textbook definition of <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-centric-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer-centricity<\/a> is \u201ca strategy that aligns the development and delivery of a company\u2019s products and services with the current and future needs of its highest valued customers in order to maximize these customers\u2019 long-term financial value to the firm.\u201d<sup>6<\/sup><\/p>\n<p>And strategy has to go beyond just making plans and forecasts, wrote Gene Cornfield and Mark Bonchek for the <i>Harvard Business Review<\/i> in 2016. \u201cStrategy also has to build capabilities, transform culture, and architect for constant change.\u201d<sup>7<\/sup> So how do you go about building an effective customer focus strategy?<\/p>\n<h3><b>1. Get to know your customers<\/b><\/h3>\n<p>You can\u2019t deliver a customer-focused experience without knowing your customer, and by this, we don\u2019t mean your \u201caverage customer,\u201d or even the one with the most purchasing power. We\u2019re talking about the customer who unlocks the <i>maximum<\/i> value in your business. For Google, that might be people who appreciate technology; for Apple, it\u2019s people who appreciate elegance and simplicity in design.<\/p>\n<p>Once you\u2019ve zeroed in on your company\u2019s best customer, get to know them. Gather granular, actionable data points and <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-experience-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience analytics<\/a> by studying the patterns in their purchasing and behavior and using ethnographic methods, <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-survey\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer surveys<\/a>, and other tools. How loyal are they? How do they communicate with one another? How do they decide what product to choose?<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1Pro-tip<\/b><i>:<\/i><\/div>\n<p>A starting point is the 3 Ps that Wharton professor Peter Fader mentions in <i>The Customer Centricity Playbook:<\/i><\/p>\n<ul>\n<li><b>Preference<\/b> &#8211; The degree to which a customer chooses your offering over a competitor\u2019s and how well your offering aligns with their needs<\/li>\n<li><b>Propensity<\/b> &#8211; The actions of your customers (their likelihood of being loyal, of referring others, of buying higher-valued offerings, and so on)<\/li>\n<li><b>Potential<\/b> &#8211; The future monetary value of each customer<sup>8<\/sup><\/li>\n<\/ul>\n<\/div>\n<p>Chances are, your business doesn\u2019t have just one \u201cprimary\u201d customer. If this is the case, Harvard professor Robert Simon recommends that \u201c\u2026businesses split into separate units and adopt for each (unit) the configuration that best allows it to focus resources on the needs of its primary customer.\u201d<sup>9<\/sup><\/p>\n<h3><b>2. Identify SMART goals<\/b><\/h3>\n<p>Set specific, measurable, achievable, relevant, and time-bound goals. One example of a customer focus goal could be to improve upon specific <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-service-kpi\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service KPIs<\/a>. It could be <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-retention\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a>, lifetime value, or even just improving specific things like your Net Promoter Score (NPS) or Customer Satisfaction (CSAT) scores.<\/p>\n<p>Your research into your customers from the previous steps will also reveal pain points\u2014<a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\">do they feel like they wait too long while on the phone with customer service<\/a>?<br \/>\n<a href=\"https:\/\/www.ringcentral.com\/customer-communications-trends-report.html\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"aligncenter wp-image-7779 size-large\" src=\"https:\/\/www.ringcentral.com\/small-business\/blog\/wp-content\/uploads\/image1-18-1024x536.jpg\" alt=\"When you call a company's customer service line, how long is too long to wait on hold?\" width=\"840\" height=\"440\" \/><\/a><br \/>\nBreak big-picture visions into smaller steps and milestones. Share your customer-centric goals with your employees and bring them on board. Explain where they fit in and incorporate these targets into their goals.<\/p>\n<h3><b>3. Map out all your touchpoints with customers\u00a0<\/b><\/h3>\n<p>What are all the points in which your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-interactions\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer interacts with your brand?<\/a> This map should illustrate the <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/customer-journey-map-templates\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer journey <\/a>from pre-purchase to post-purchase and beyond and cover all the channels available to your customer (face-to-face, automated chatbots, email, social media, telephone, etc). It\u2019s crucial that every single interaction a customer has with your company is a positive one, especially if you\u2019re providing <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/online-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">online customer service<\/a>.<\/p>\n<p>Take a step back, look at your map and look for the bottlenecks. Which interactions could benefit from being made more efficient? Are your customers reaching out on social media mostly, or through the phone?<\/p>\n<p>If, like most companies, you\u2019ve got customers who contact you in different ways, then it might be good to look into <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/best-customer-service-software\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer service software<\/a> that lets you handle all these messages in one easy place. Like this:<\/p>\n<p><center><iframe style=\"padding-top: 10px; padding-bottom: 20px;\" src=\"https:\/\/www.youtube.com\/embed\/PZC3o5YN90E\" width=\"560\" height=\"315\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\" sandbox=\"allow-same-origin allow-scripts allow-presentation\"><\/iframe><\/center><\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1Pro-tip<\/b>:<\/div>\n<p>Are your digital response teams organized by <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-channels\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication channel<\/a>? Try this more efficient and consistent method instead\u2014organize them according to competency (like troubleshooting and technical assistance) instead. For instance, you could use a tool like RingCentral\u2019s <a href=\"https:\/\/www.ringcentral.com\/contact-center\/products\/omnichannel.html\" target=\"_blank\" rel=\"noopener noreferrer\">Engage Digital<\/a> to provide truly <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/omnichannel-customer-service\/\" target=\"_blank\" rel=\"noopener noreferrer\">omnichannel customer service<\/a> (and make keeping up with your customers a breeze).<\/p>\n<\/div>\n<h3><b>4. Build a dream team (encourage collaboration and sharing of info)<\/b><\/h3>\n<p>It can be tempting to think that customer service or marketing teams can do all the heavy lifting when it comes to customer experience. But that\u2019s simply not enough anymore.<\/p>\n<p>According to Gartner, \u201c\u2026 CX outcomes tend to diminish when marketing or any other single department attempts to lead and execute CX alone.\u201d CX is a team sport in the sense that your strategy has a much better chance of succeeding when every single employee is on-board and aligned on customer-centricity, and can collaborate smoothly and freely share <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/team-knowledge\/\" target=\"_blank\" rel=\"noopener noreferrer\">team knowledge<\/a>.<\/p>\n<h3><b>5. Get a winning tech stack<\/b><\/h3>\n<p>Keeping up with hundreds (or if you\u2019re lucky, thousands) of customers is messy, tedious work\u2014but not if you have the right tools for the job. A good <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/communication-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">communication tool<\/a> can take a ton of work off your plate and power every stage in your journey to achieving your goals\u2014from data collection to communicating with customers to keeping track of crucial metrics.<\/p>\n<div class=\"tip\">\n<div class=\"tip-heading\"><b>\ud83d\udca1Pro-tip<\/b><i>:<\/i><\/div>\n<p>As you\u2019re building your tech stack, one big thing to keep in mind is that your tools should \u201ctalk to each other.\u201d That means that they should integrate easily, which will take a lot of tasks off your plate. For instance, if you\u2019re using Zendesk and it integrates with your <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/find-best-phone-service-for-small-business\/\" target=\"_blank\" rel=\"noopener noreferrer\">phone service<\/a> (say you\u2019re using <a href=\"https:\/\/www.ringcentral.com\/apps\/ringcentral-zendesk\" target=\"_blank\" rel=\"noopener noreferrer\">RingCentral<\/a>), it could let you make and receive customer calls right from your Zendesk dashboard. No time wasted on switching between tools and windows.<\/p>\n<\/div>\n<p>One of the biggest reasons to use technology is because it makes you and your team more productive. Take advantage of those features! Try to find opportunities where you can use <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/task-automation\/\" target=\"_blank\" rel=\"noopener noreferrer\">task automation<\/a> and look into <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/workflow-management-tools\/\" target=\"_blank\" rel=\"noopener noreferrer\">workflow management tools<\/a>, which can help keep your team on track and aligned on projects.<\/p>\n<h3><b>6. Track performance and make small improvements over time<\/b><\/h3>\n<p>Even with the best-researched, most exhaustively detailed strategy, the struggle is still going to lie in implementation. Because customer focus is a long-term game, you\u2019ll have to be prepared to make small adjustments.<\/p>\n<p>Stay on track by aggressively measuring the outcomes of the initiatives and tactics you implement. Don\u2019t be afraid to change course halfway if something\u2019s not working out.<br \/>\n<a name=\"Examples of customer-focused companies\u2014and how they do it\"><\/a><\/p>\n<h2><b>Examples of customer-focused companies\u2014and how they do it<\/b><\/h2>\n<p>As competitive as the market is, the great thing about it is that every business, just like the customers it serves, is unique. When done right\u2014and when the leadership is deeply reflective and grounded in their \u201cwhy\u201d (and the why is to serve their customers)\u2014it\u2019s easier to achieve and sustain customer-centricity.<\/p>\n<p>Here\u2019s a quick look at how some companies are walking their talk and excelling at customer focus.<\/p>\n<h3><b>1. PipelineDeals<\/b><\/h3>\n<p>PipelineDeals, an award-winning CRM platform for small and mid-sized businesses, is recognized as one of the fastest growing companies in the US and has been part of the annual Inc. 5000 list since 2014. With more than 18,000 users worldwide, PipelineDeals prides itself on the fact that unlike typical software as a service (SaaS) companies, whenever a customer calls them up, <a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/pipelinedeals.html\" target=\"_blank\" rel=\"noopener noreferrer\">it\u2019s always a human, and not an automated menu<\/a>, that answers.<\/p>\n<p>How do they do it?<\/p>\n<p><a href=\"https:\/\/www.ringcentral.com\/whyringcentral\/casestudies\/pipelinedeals.html\" target=\"_blank\" rel=\"noopener noreferrer\">PipelineDeals achieves this through<\/a> what co-founder JP Werlin refers to as a \u201ctech care stack,\u201d at the center of which is an effective and reliable phone system.<\/p>\n<h3><b>2. Continental Airlines<\/b><\/h3>\n<p>Here\u2019s a slightly paradoxical example, but one that shows the kind of time and effort it takes to really overhaul a company\u2019s customer experience. Years before it merged with United Airlines in 2012, Continental Airlines had famously discovered that its customer service was a mess, costing the company millions of dollars annually.<\/p>\n<p>It promptly got to work consolidating all of its customer interaction data, bringing it to a common platform that reps could access easily.<\/p>\n<p>It took six to nine months to aggregate the information as it came in from the finance, marketing, operations, and other units alone, and more than four years to capture and analyze the data at a granular level\u2014the very first step to developing a customer focus strategy.<sup>10<\/sup><\/p>\n<h3><b>3. Mattermost<\/b><\/h3>\n<p>Mattermost is a remote company that\u2019s embedded customer focus into the DNA of its company culture. Mattermost\u2019s handbook treats <a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/building-a-customer-obsessed-service-strategy\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer obsession<\/a> as a key leadership principle and the company\u2019s \u201cwhy.\u201d<\/p>\n<p>There is a detailed section in the handbook with a complete guide for customer success\u2014paving the way for consistency and clarity in customer service. The company frames everything from hiring to finance in the context of customer service, refusing to call its <a href=\"https:\/\/www.ringcentral.com\/small-business\/blog\/how-to-run-virtual-all-hands\/\" target=\"_blank\" rel=\"noopener noreferrer\">all-hands<\/a> meetings anything other than \u201ccustomer obsession meetings\u201d to remind employees of its \u201catypical and uncommon focus on customers.\u201d<\/p>\n<p>These meetings\u2014held not quarterly or even monthly, but <i>weekly<\/i>\u2014focus on increasing alignment and awareness of how the company, departments, teams and individuals serve customers.<sup>11<\/sup><\/p>\n<h3><b>4. Pinterest<\/b><\/h3>\n<p>Here\u2019s something any business can learn from the creator of the addictive visual moodboard tool, Pinterest.<\/p>\n<p>Want an amazing, seriously customer-focused product? Have the CEO obsess over user experience.<\/p>\n<p>At Pinterest, founder Ben Silbermann spends a lot of time on the app, downloading and re-downloading it several times to put himself in the shoes of a first-time user.<\/p>\n<p>Data shows that 59% of companies with a CEO who is involved in customer experience report higher revenue growth, compared to just 40% of companies without a customer-focused CEO reporting growth.<sup>12<\/sup><\/p>\n<h3><b>5. Chick-fil-A<\/b><\/h3>\n<p>Fast food chain Chick-fil-A has been topping the restaurant segments of the American Customer Satisfaction Index consistently for years, and this year will be for the sixth time\u2014even as restaurants around the world struggle with the pandemic.<sup>13<\/sup><\/p>\n<p>Family-owned Chick-fil-A is closed on Sundays, has a third of the average employee turnover rate, and is the second-largest quick-service chain in the country.<sup>14<\/sup> In spite of its scale, it\u2019s managed to retain the personal touch and charm of a small standalone neighborhood restaurant.<\/p>\n<p>It does this with a solid corporate purpose statement: <i>To have a positive influence on all who come in contact with Chick-fil-A.<\/i> Employees and franchise owners of Chick-fil-A are provided titles like Leader, Influencer, and Stakeholder and given an uncommon amount of autonomy, support, and training to perform their best.<\/p>\n<p>Not only that, franchises aren\u2019t pitted against one another competitively\u2014rather, they\u2019re all encouraged to see one another as a team and learn from each other. Chick-fil-A is also known for flying top performers to struggling ones to facilitate a mentor-mentee, coaching relationship.<\/p>\n<p>The lesson here? Invest in your team.<\/p>\n<h2><b>A customer focus strategy is just the start<\/b><\/h2>\n<p>To build an effective customer focus strategy, you don\u2019t necessarily need fancy loyalty programs and expensive initiatives. It\u2019s about laying a strong foundation for your business to be able to win customers\u2019 hearts from the first swipe of their card (ideally even before that).<\/p>\n<p>If your business isn\u2019t yet focused on your customers, bear in mind that high-performing companies take five to 10 years to achieve consistently high levels of customer satisfaction,<sup>15<\/sup> so if you\u2019re serious about this initiative, don\u2019t wait!<\/p>\n<p>Last note: as you embark on the task of executing your strategy, don\u2019t neglect the other factors critical to CX success: a committed leadership, dedicated and engaged employees, the right tech, and company culture. These will be the engines that can bring your customer focus strategy to life.<\/p>\n<hr \/>\n<div style=\"font-size: 14px;\"><sup>1<\/sup> theacsi.org\/news-and-resources\/press-releases\/press-2020\/press-release-national-acsi-q4-2019<br \/>\n<sup>2<\/sup> go.forrester.com\/blogs\/profiting-from-post-sale-marketing<br \/>\n<sup>3<\/sup> researchgate.net\/publication\/297430749_How_to_Drive_Customer_Satisfaction<br \/>\n<sup>4<\/sup> deloitte.com\/content\/dam\/Deloitte\/de\/Documents\/WM%20Digitalisierung.pdf<br \/>\n<sup>5<\/sup> gartner.com\/en\/marketing\/insights\/articles\/key-findings-from-the-gartner-customer-experience-survey<br \/>\n<sup>6<\/sup> The Customer Centricity Playbook by Peter Fader<br \/>\n<sup>7<\/sup> hbr.org\/2016\/04\/focus-on-keeping-up-with-your-customers-not-your-competitors<br \/>\n<sup>8<\/sup> <em>The Customer Centricity Playbook<\/em><br \/>\n<sup>9<\/sup> hbr.org\/2014\/03\/choosing-the-right-customer<br \/>\n<sup>10<\/sup> hbr.org\/2005\/04\/the-quest-for-customer-focus<br \/>\n<sup>11<\/sup> handbook.mattermost.com\/operations\/operations\/company-cadence<br \/>\n<sup>12<\/sup> perspectives.eiu.com\/sites\/default\/files\/Genesys_Executive_Summary_-_GLOBAL_FINAL.pdf<br \/>\n<sup>13<\/sup> theacsi.org\/news-and-resources\/press-releases\/press-2020\/press-release-restaurants-2019-2020<br \/>\n<sup>14<\/sup> sas.com\/en_us\/insights\/articles\/marketing\/a-lesson-in-customer-service-from-chick-fil-a.html<br \/>\n<sup>15<\/sup> psychology.org.au\/inpsych\/2017\/june\/cotchett<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer focus sounds simple enough. How hard is it to truly care about a person who\u2019s responsible for your profits and paycheck? But as intuitive as it sounds, there aren\u2019t a lot of companies getting this pitch perfect.1 Many businesses think they\u2019re customer-centric, but they\u2019re really not. The CMO Council reports that \u201conly 14% of &#8230;<\/p>\n","protected":false},"author":29,"featured_media":44284,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17901],"tags":[18578,743,18579,18580,15541],"class_list":["post-7777","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-leadership","tag-cuatomer-focused","tag-customer-experience","tag-customer-focus","tag-customer-obsessed","tag-cx"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Becoming customer-focused: A primer for small businesses | RingCentral<\/title>\n<meta name=\"description\" content=\"What makes a business customer-focused? How can you build customer focus into your company&#039;s DNA? Learn the answers to this and more.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-focus\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Becoming customer-focused: A primer for small businesses\" \/>\n<meta property=\"og:description\" content=\"What makes a business customer-focused? How can you build customer focus into your company&#039;s DNA? Learn the answers to this and more.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-focus\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2020-06-02T00:24:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-13T13:26:40+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"RingCentral Team\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"RingCentral Team\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"13 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/customer-focus\/\"},\"author\":{\"name\":\"RingCentral Team\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\"},\"headline\":\"Becoming customer-focused: A primer for small businesses\",\"datePublished\":\"2020-06-02T00:24:39+00:00\",\"dateModified\":\"2025-03-13T13:26:40+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/customer-focus\/\"},\"wordCount\":2632,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg\",\"keywords\":[\"cuatomer-focused\",\"customer experience\",\"customer focus\",\"customer-obsessed\",\"CX\"],\"articleSection\":[\"Business &amp; leadership\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/customer-focus\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/\",\"name\":\"Becoming customer-focused: A primer for small businesses | RingCentral\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg\",\"datePublished\":\"2020-06-02T00:24:39+00:00\",\"dateModified\":\"2025-03-13T13:26:40+00:00\",\"description\":\"What makes a business customer-focused? How can you build customer focus into your company's DNA? Learn the answers to this and more.\",\"breadcrumb\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#primaryimage\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg\",\"width\":930,\"height\":700,\"caption\":\"Improved customer satisfaction because of streamlined communications with RingCentral\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"\/us\/en\/blog\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Becoming customer-focused: A primer for small businesses\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"name\":\"RingCentral Blog\",\"description\":\"Intelligent Communications\",\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\",\"name\":\"RingCentral\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"contentUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png\",\"width\":2048,\"height\":309,\"caption\":\"RingCentral\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/ringcentral\",\"https:\/\/x.com\/ringcentral\",\"https:\/\/www.linkedin.com\/company\/ringcentral\/\",\"https:\/\/www.instagram.com\/ringcentral\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358\",\"name\":\"RingCentral Team\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"url\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"contentUrl\":\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\",\"caption\":\"RingCentral Team\"},\"sameAs\":[\"https:\/\/www.ringcentral.com\"],\"url\":\"\/us\/en\/blog\/author\/ringcentral-team\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Becoming customer-focused: A primer for small businesses | RingCentral","description":"What makes a business customer-focused? How can you build customer focus into your company's DNA? Learn the answers to this and more.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-focus\/","og_locale":"en_US","og_type":"article","og_title":"Becoming customer-focused: A primer for small businesses","og_description":"What makes a business customer-focused? How can you build customer focus into your company's DNA? Learn the answers to this and more.","og_url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/customer-focus\/","og_site_name":"RingCentral Blog","article_publisher":"https:\/\/www.facebook.com\/ringcentral","article_published_time":"2020-06-02T00:24:39+00:00","article_modified_time":"2025-03-13T13:26:40+00:00","og_image":[{"width":930,"height":700,"url":"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg","type":"image\/jpeg"}],"author":"RingCentral Team","twitter_card":"summary_large_image","twitter_creator":"@ringcentral","twitter_site":"@ringcentral","twitter_misc":{"Written by":"RingCentral Team","Est. reading time":"13 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#article","isPartOf":{"@id":"\/us\/en\/blog\/customer-focus\/"},"author":{"name":"RingCentral Team","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358"},"headline":"Becoming customer-focused: A primer for small businesses","datePublished":"2020-06-02T00:24:39+00:00","dateModified":"2025-03-13T13:26:40+00:00","mainEntityOfPage":{"@id":"\/us\/en\/blog\/customer-focus\/"},"wordCount":2632,"publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg","keywords":["cuatomer-focused","customer experience","customer focus","customer-obsessed","CX"],"articleSection":["Business &amp; leadership"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"\/us\/en\/blog\/customer-focus\/","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/","name":"Becoming customer-focused: A primer for small businesses | RingCentral","isPartOf":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#primaryimage"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#primaryimage"},"thumbnailUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg","datePublished":"2020-06-02T00:24:39+00:00","dateModified":"2025-03-13T13:26:40+00:00","description":"What makes a business customer-focused? How can you build customer focus into your company's DNA? Learn the answers to this and more.","breadcrumb":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#primaryimage","url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg","width":930,"height":700,"caption":"Improved customer satisfaction because of streamlined communications with RingCentral"},{"@type":"BreadcrumbList","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/customer-focus\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"\/us\/en\/blog\/"},{"@type":"ListItem","position":2,"name":"Becoming customer-focused: A primer for small businesses"}]},{"@type":"WebSite","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","name":"RingCentral Blog","description":"Intelligent Communications","publisher":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization","name":"RingCentral","url":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/","url":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","contentUrl":"\/us\/en\/blog\/wp-content\/uploads\/2025\/04\/ringcentral-logo.png","width":2048,"height":309,"caption":"RingCentral"},"image":{"@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/ringcentral","https:\/\/x.com\/ringcentral","https:\/\/www.linkedin.com\/company\/ringcentral\/","https:\/\/www.instagram.com\/ringcentral"]},{"@type":"Person","@id":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/65a168321317ffd562e0d77745f1b358","name":"RingCentral Team","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g","caption":"RingCentral Team"},"sameAs":["https:\/\/www.ringcentral.com"],"url":"\/us\/en\/blog\/author\/ringcentral-team\/"}]}},"rc_img_url":"\/us\/en\/blog\/wp-content\/uploads\/2020\/08\/customer-service-goals-examples.jpg","rcblog_by_author":"<a href=\"\/us\/en\/blog\/author\/ringcentral-team\/amp\" data-dl-events-click=\"true\" data-dl-element=\"link\"><span class=\"image\"><img src=\"https:\/\/secure.gravatar.com\/avatar\/9a8d989fa7e72af5bd5cf487cf7080318b695de4be89de382c5e64305dd0249c?s=96&d=mm&r=g\" alt=\"\" width=\"30\" height=\"30\" layout=\"fixed\"><\/img><\/span><span class=\"by-author-name\">RingCentral Team<\/span><\/a>","rc_author_full_name":"RingCentral Team","rc_author_avatar":"\/us\/en\/blog\/wp-content\/uploads\/2022\/02\/ringcentral-logo-new.png","rc_author_link":"\/us\/en\/blog\/author\/ringcentral-team\/amp","rc_post_categories":"<a href=\"\/us\/en\/blog\/category\/trending\/business-leadership\/amp\">Business &amp; leadership<\/a>","amp_link":"\/us\/en\/blog\/customer-focus\/amp","excerpt_title":"Becoming customer-focused: A primer for small businesses","_links":{"self":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/7777","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/users\/29"}],"replies":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/comments?post=7777"}],"version-history":[{"count":0,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/posts\/7777\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media\/44284"}],"wp:attachment":[{"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/media?parent=7777"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/categories?post=7777"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/wp-json\/wp\/v2\/tags?post=7777"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}