Building Your Business With A Customer-centric Approach

1 year ago by Martha Obike 258 Views

Creating customer experience should be at the forefront of all business processes. A lot of data have shown that a great customer experience goes a long way towards building a lasting business. Brands like Starbucks, Amazon, and Apple are able to spur massive growth in spite of ample competition by infusing customer-oriented cultures around the consumers and their needs and also into the organizational structure. However, many businesses still struggle to think with a customer-centric approach.

No matter the nature of your business, it's certain that businesses are made up of people. It will also be people that build, design and communicate your product, it will be people who ultimately choose whether or not to buy it and it will be people that benefit from the outcome. This shows that the overall growth of your business depends on people and the way you make them feel about your business.

What Is A Customer-centric Approach?

A customer-centric approach is a way of doing business with your customer in a way that provides a positive customer experience before and after the product/service sale in order to drive repeat business, customer loyalty and profits.Moreover, being a customer-centric company isn't just about a company that offers good service.

More than just offering great customer service, offering a great experience from the awareness stage, through the purchasing process and finally through the post-purchase process is good customer-centric approach to business. It basically involves putting your customer first, and at the core of your business.

How Do You Build A Customer-centric Approach For Your Business?

  1. Making customer experience a priority for your business

Building customer experience has to be top priority for everyone in your business. Everyone should be actively involved in customer experience and it shouldn't be left exclusively to the customer experience team; or marketing; or customer service. Every employee should be able to think and act in the interest of the consumer. Customer should remain king here.

2. Personalized customer experience

It is really important that every employee at all levels truly understand how it actually feels to be a consumer. To build your business with a customer-centric customer approach, everyone should be able to personalize customer experience and journeys. This culture can be imbibed through regularly meeting and talking with consumers, experiencing what they experience in order to understand what works and doesn't. A genuine understanding of this concept will enable more customer focused decisions.

3.  Support your customers with an empowered team

The key to being a customer-centric business is through understanding and supporting your customers better. It is also vital to empower your internal support teams, and the best way to do this is by providing your support team with the right knowledge and tools to better understand and support your customers. Having a competent and helpful support team leads to happy customers who become a great resource for you to better understand their needs and use it to improve on your company's brand and reputation while also offering better marketing and more sales.

4.  Go the extra mile

The little things matters, especially when it concerns your customers. When trying to build a memorable customer experience for the consumer, concentrating on the little things makes a huge difference. It always involves going the extra mile for a customer. Focusing on the little details like an after sales phone call to a customer to find out their experience with a product they bought from you,  delivering flowers or a birthday card, a thank you email for patronizing your brand or simply walking a customer to his car to ensure that their products are secured in the car properly. Embedding this sort of personalized service into your business is all you need to show people that you are grateful to have them as customers.

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