Ensuring customer satisfaction is essential to succe in increasingly competitive markets. It is therefore not surprising that many companies are investing in a Customer Centric approach, which seeks to plan strategies with customer experience at its core in order to increase loyalty rates and achieve better results.
Guest Author
Aug 12, 20 | 9 min read
customer centric concept
Reading time: 7 minutes
Digital transformation has completely chang the relationship between companies and consumers.
Today, to be successful in your business, it is essential to invest the necessary resources to ensure that your customer’s experience with your brand is the best possible.
In this way, the concept of Customer Centric — freely translat as Customer-Center Perspective or Customer at the Center — has been gaining more and more space within different companies.
With actions aim at consumer satisfaction
the objective is to build customer loyalty and, consequently, increase sales.
So, how about getting a better understanding of how this strategy works and what you ne to do to get start within your company?
Simply continue reading this article to also learn about the main challenges when implementing this concept in an organization and some success stories.
Attention!
What is customer centricity?
A company consider Customer Centric has list of nauru consumer email as its main characteristic that all its strategic planning is focus on the customer. That is, everything that is carri out within that organization is aim at providing the customer with a satisfactory experience .
How important is the Customer Centric concept?
It may seem a bit exaggerat to define your strategic actions bas on the opinion or nes of your customers, right?
However, the market requires companies to
adapt quickly and leave behind initial planning if the consumer profile indicates a different direction.
In the hypothetical case above, your initial plan could be not to have a physical store to avoid expenses or even facilitate your management.
However, if your customer demands a space to try on clothes and accessories, you should at least consider this option to make the customer experience even better.
A study by the consulting firm Infosys what is a bsp, what is it us for and how does it work? indicates a direct relationship between personalization and conversion, with 86% of users indicating an exclusive and personaliz service as an important factor in their purchasing decision process .
How can we ignore such favorable figures for those who care about customer experience?
It is important to note that the focus on the consumer must be taken into account at all stages.
One negative experience is enough to make a customer reconsider their decision to buy from your brand in the future: according to some surveys , 58% of users do not return after a bad experience.
Therefore, making the customer feel comfortable and at ease when dealing with your company, at all stages, is no longer a simple competitive advantage but an obligation for anyone who wants to succe in the market. The price of not worrying about every detail can be high.
What are the main challenges of putting the customer at the center?
While applying Customer Centric strategies be numbers is essential for business success today, that doesn’t mean it’s an easy task.