How to Create a Customer-centric Approach

Being a customer-centric company is more than just offering good customer service. Customer centricity is about offering a great experience from the awareness stage to the post-purchase stage. Essentially, it is a strategy that puts your customers first. If your company is currently not client-centric, it’s not too late! We will discuss some tips to help your organization become customer-centric.

Create a customer-centric culture 

One of the biggest barriers companies face when building customer centricity is the corporate culture. Many companies are very focused on sales goals and selling products. Therefore, they make their customers a lower priority. Becoming a customer-centric organization means companies should think about their customers as their most important asset.

Understand customers’ needs

Take the time to understand the reasoning behind your customers’ needs and respond to them effectively and appropriately. Every client has unique needs, and your team should understand each of the customers’ needs. According to PwC, only 38% of U.S. consumers say the employees they interact with understand their needs. One way to do this is through research. Gather data on your target audience and identify the areas in which you can help. For example, a tech company concentrated on the healthcare industry may find some clinicians are challenged with managing data. As a result, the tech company can present a solution that will help make managing data easier.

Facilitate direct interaction 

Everyone in your organization should have a strong understanding of your customers and target audience. Along with understanding your customers’ challenges, your employees should be aware of your customers’ successes. One way to keep up with your customers is by setting up Google Alerts for your customers. Therefore, if one of your customers releases a news article, you can reach out to them accordingly.

Ask for feedback

Remember, interaction is a two-way street. Make sure you are asking your customers for feedback. In order to better meet your customers’ needs, collect both qualitative and quantitative feedback. Additionally, your employees should provide feedback when working directly with the customer. When working on a project, make sure you include the customer in the decision-making process. Don’t assume you know what the customer wants.

Provide an incentive

Incentives are a proven way to encourage employees to engage in business operations. Reward your employees for going above and beyond for meeting your customers’ needs. Your employees hugely impact how your customers perceive your company. However, many companies have reward systems tied only to revenue, versus meeting the needs of customers.

Remember the key to customer-centricity is understanding your customers’ needs and effectively meeting those needs. Here at Aciron, we understand every client is unique and has unique needs. That is why our approach differs for every client.

Ready to see how customer-centricity can take your business to the next level?

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