According to KPMG, 88% of CEOs are concerned about customer loyalty.
But how do you ensure that your brand imprints this loyalty from them?
Customer-centricity is simply a way of doing business that fosters a positive customer experience through every stage.
It helps build customer loyalty and customer satisfaction which in turn leads to referrals for more customers.
Any decision a business makes automatically affects the outcome it will have on its customers. Hence, making it important to assess your decisions and business strategy keeping them in mind.
But why is it so important now?
If you don’t acquire and retain customers, you won’t survive.
But wasn’t this true before?
Yes, it has always been. Why it has become all the more important now is because of today’s increasing digital dependence.
With companies in neck-to-neck competition on the digital space, working around the exact pain points of the customer can help you stand out and stay relevant in this digital competition.
But if it is important, then why do so many companies struggle to get customer centricity right?
An overwhelming volume, velocity and variety in customer data.
But is this the only reason?
No. The greatest barrier to customer centricity is the lack of a customer centric culture within organizations
To successfully implement a customer-centric strategy you can rely on the right brand development agency that can help establish an operating model that aligns with this customer centric values and help deliberately cultivate the necessary mindset and values within employees as well.
Here are some areas the brand development company would work in:
- Operational customer empathy: Empathy is the ability to identify a customer’s emotional need, understand the reason behind it and respond to the same effectively. Very few companies actually work around empathy but including an outline with your brand development agency on the same can help promote customer loyalty.
- Customer insight: To adopt a customer-centric mindset, first it is important to understand the organization’s customers. This is possible through customer insight. Listen to what and how your customers behave or speak. Work around the same in your next business strategy.
- Direct interaction: Every customer loves it with businesses reach out. It makes them feel important and not just people you need to profit your business. From support calls, customer visits and ride-along, to co-creation labs, everything makes your brand connect with them.
In today’s age of the empowered customer, every short-term pain or effort translates to long term gains.
If your brand is still not customer centric, then hop on to the trend today. How? Let’s helps you with that.