“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou
In this era where the product and a fair price aren’t enough, leading companies such as Google continuously try to build new strategies to focus more on customer-centricity. According to the data which is collected by Deloitte and Touche, customer-centric businesses are 60% more profitable compared to the ones that follow a traditional approach.
But what is customer-centric in the first place?
In this guide, you may find detailed information about the following issues:
What customer-centric strategy is
How a customer-centric strategy is created
The reasons why you should focus on a customer-centric approach
It is safe to say that the starting point is knowing your customer in-depth and defining which kind of experience they want and need. 73% of people indicate that customer experience is an important element in their purchasing decisions according to the report of PWC.
You may find the search engine results for customer experience have tripled in the last decade with the effects of Industry 4.0 and AI.
Artificial Intelligence and the Internet of Things have made it mandatory to provide a significant experience to stay on top. That being said, creating customer experience is equal to becoming customer-centric with personalized solutions, providing valuable products or services, and prioritizing the education of the customer.
What Is a Customer-centric Strategy?
Building a customer-centric business strategy is highly related to feedback and after-sales experience. It is briefly putting the client at the core of your decisions for lifetime relationship management.
If I were to formulate the customer-centric approach, it would consist of experience, relationship building, valuable data, the right company values, an empathetic approach, and customer-centric service training for your staff.
How Do You Create a Customer-centric Strategy?
Companies that prioritize their customer experience will provide their whole user journey with next-level service. To do this, you need to experience a major transformation in the structure and ecosystem of your organization.
By putting the client at the heart of the business, and combining it with Customer Relationship Management (CRM), you gather a wealth of knowledge, allowing you to know the client by 360. This data can be used to boost the experience of your customers.
If you ask yourself what to do to create an innovative customer-centric approach, here are a few examples to concretize.
To analyze purchasing behavior, preferences, and interaction, collect consumer data.
Explore opportunities to create products, services, and campaigns. A routine study of swot analysis will benefit immensely.
You can use consumer satisfaction as an indicator and segmentify your best customers.