To remain in the market, it is necessary to actively evolve in several ways! It’s essential to look at your current customer-centric business and make decisions with them in mind.
If you want to build lasting relationships with your target audience, you will have to bet on a customer-centric organization.
Consumer-focused companies try to understand the world the way their customers see it. It is a greater effort to reach another level of engagement, achieve better results. And develop increasingly innovative products and services.
It’s about companies that care about the entire customer purchase journey. And provide a positive experience before and after the sale.
In this article, you will find out how you can create a customer-centric business in your company and deliver great services to your clients.
What is a customer-centric business strategy?
A customer-centric strategy is exactly what the name says. A market strategy in which the customer is placed at the center of decision-making.
A customer-centric company not only offers the best service. But it is also concerned with creating an unforgettable experience for the customer from the very first contact with the brand. And, of course, this unique experience extends to post-sales, through the entire customer journey.
You don’t need to be an expert in consumer behavior to understand how impacting giving the customer this prominent position within the company is.
In this way, they are able to maintain a loyal customer base and high levels of satisfaction with products, services, and services.
Customer-centric is a reflection of the so-called “Customer Era”. It came along with the digital transformation and completely inverted the market logic.
In the past, companies were focused on products and controlled consumer relations, as there was little competition and demand was limited.
Today, the consumer is empowered with the internet. And, at the same time, the abundance of options forced companies to focus on the needs of the public to ensure their competitive edge.
Why is having a customer-centric strategy important?
While customers have always been an essential part of any marketing strategy, customer focus has become even more important in the modern digital-first environment.
Technology has increased competition for user attention. And a customer-centric approach can help you stand out to both potential and existing customers.
Customer-centric helps you build brand loyalty
If you’re not making your customers’ experience your top priority, they’ll be less engaged and look to your competitors. A customer-centric approach, on the other hand, allows you to connect with customers and build brand loyalty.
It can boost the results of your advertising campaigns
A customer-centric approach keeps your customers excited about your brand and provides insight into their preferences and needs, enabling you to serve them better and target your marketing campaigns more effectively.
It protects your image
A customer-centric approach allows you to understand what your customers want and respond to their feedback. If the feedback is negative, you can proactively reach out to meet their needs and resolve the situation.
On the other hand, if you fail to satisfy your customers, you risk making your greatest assets the greatest threat to your business. Because they convey that negative image of your brand.
Cultivating a customer-centric culture
Cultivating a customer-centric culture must start at the top of the organization. Company leaders must enable and train customer service representatives to proactively engage with customers to ensure they have the best experience possible.
Reasons for companies to be customer-centric
Customers are scarce
What determines the potential of companies in the market is the ability to find. Also, convert and get the maximum revenue from their customers, retaining them for as long as possible.
Consumers are scarce, unlike any product or service offered. We cannot manufacture them and there is no replacement facility. Even locating ideal business clients is a very big job.
Therefore, when companies understand this reality from an early age, they start to have their actions focused on the customer and this differentiates them from others that are in the market and do not have this perspective.
Single source of income
Your company and your products have importance measured according to the number of customers you win and retain.
For this reason, we can say that worrying about the customer experience is the duty of any organization today. After all, the needs of consumers are the reason companies exist.
Companies must have goals greater than maximizing the value of each service/product or achieving a greater return on their investment.
Yes, these are important points for a successful company, but the ultimate goal should be to get the maximum value in every relationship in every sales opportunity.
Customers create value
Focusing only on the economic value a customer brings to your business is a very limited view. Companies must make a deeper analysis of the importance of each customer that relates to the enterprise.
Along the same line of understanding your customers, it is also necessary to be aware of what it can yield for your business in the future.
Companies must be focused on achieving customer happiness. Once you reach this goal, it will be natural to want the same with all customers.
This process will keep you and your team motivated to satisfy your customers’ desires better than any competitor.
How to have a customer-centric strategy
The first thing you should know when executing a customer-centric strategy is that it will be done indefinitely at your company.
Once you start applying this concept, you will notice that the doors will start to open and more and more ideas for improvement will come. At this stage, it is essential to document all these points of improvement, both with a product and service bias.
This will be the basis for applying a good customer-centric strategy.
1. Anticipate customer needs
This is probably the most important step in becoming a customer-centric company! After all, once you understand exactly how your customer behaves, you have a chance to further strengthen your relationship with them. This means that you will be able to support him in his moments of doubt or celebrate with him the moments of happiness.
2. Use social media properly
Make the best use of each social network considering the moment in the customer’s journey when he or she interacts with that channel. For example, your customer may only follow your Instagram account after becoming a customer.
So, you can take advantage of this channel to further deepen your relationship, share facts about the sector and inform about brand news. But it may be that trying to encourage sales doesn’t make so much sense. After all, that customer has already made the decision to buy your product. With this in mind, you can better dose the published content and align the best tone of voice to use.
3. Take a look at your Churn rate
You and your acquisition team are well aware of how difficult it is to get new customers! That’s why more and more companies are turning their focus to keeping active customers rather than looking for new customers.
It’s not uncommon to come across companies that only have a look at the new ones and forget about current and old customers. This type of behavior is responsible for the loss of an average of 10% of customers every year.
Perhaps talking to a dissatisfied customer right now is key to finding other important points to consider in your customer-centric strategy.
Focus on the customer at billing time
If you want to achieve customer-centric status, you need to ensure efficient billing in your business, as it is one of the most delicate steps in the process.
Get access to the most diverse means of payment, while managing subscriptions promptly meeting the needs of the public.
Thus, your customer is satisfied and you improve your financial control and fight default.
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