what is a customer centric strategy
Customer centricity is simply doing business with your customer in a way that provides a positive customer experience before and after the sale in order to drive repeat business, customer loyalty and profits.
And a customer centric company is more than a company that offers good service.
Brands that are customer centric generally spend years creating a culture around the customer and their needs. Their commitment in delivering customer value is genuine.
And a customer centric company is more than a company that offers good service.
Brands that are customer centric generally spend years creating a culture around the customer and their needs. Their commitment in delivering customer value is genuine.
what does it mean to be customer centric
Customer centricity is not just about offering great customer service. It means offering a great experience from the initial awareness stage, throughout the purchasing cycle and finally into the post-purchase process. It’s a strategy that’s based on putting your customer first, and at the core of your business.
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When you put your customer at the core of your business, you collect a wealth of data within your CRM software, giving you a full 360 view of the customer, which you can then use to enhance the customer experience.
For example:
Not only does focusing on the customer make sound business sense, but research by Deloitte found that customer-centric companies were 60% more profitable compared to companies that were not focused on the customer.
For example:
- You can use customer data to understand buying behaviour, interests and engagement
- You can identify opportunities to create tailored products/ services for your best customers
- You can use customer lifetime value to segment customers based on top spending customers
Not only does focusing on the customer make sound business sense, but research by Deloitte found that customer-centric companies were 60% more profitable compared to companies that were not focused on the customer.
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