Building a customer-centric business is essential for long-term success and sustainable growth. A customer-centric way of doing business is focused on providing a positive customer experience before, during, and after the sale.
According to CX solutions at SAP, 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. Most customers don’t tell you they’re unhappy. In fact, only 1 in 26 unhappy customers actually complain. The rest simply stop doing business with the organization.
Here are eight steps to help create a customer-centric business:
1] Understand your customers and anticipate their needs: Develop a deep understanding of your target audience by conducting market research, surveys, and customer feedback. Identify their needs, preferences, pain points, and expectations.
2] Offer only quality products and/or services – avoid competing on price and offer value for money: Focus on delivering high-quality products or services that solve customer problems and provide value. Consistently exceed customer expectations.
3] Create a seamless customer journey at every touch point: Ensure a smooth and consistent experience for customers across all touchpoints, whether online, in-store, or through customer support. Eliminate friction points in the customer journey.
4] Empower your team: Empower employees to make decisions that benefit customers. Encourage a customer-centric mindset throughout your organization, from leadership to frontline staff.
5] Reward customer loyalty: Implement a loyalty program that rewards repeat customers. Recognize and appreciate their loyalty with exclusive offers and incentives.
6] Continuous Improvement: Never stop looking for ways to improve the customer experience. Regularly assess and update your processes and services to stay aligned with customer needs (proactive vs. reactive).
7] Measure and Analyze Data: Use data analytics to gain insights into customer behavior, preferences, and trends. Data-driven decisions can help you fine-tune your customer-centric strategies.
8] Innovation: Stay ahead of customer expectations by constantly innovating and introducing new features, products, or services that meet evolving customer needs.
Building a customer-centric business is an ongoing process that requires a commitment to putting the customer at the center of all your decisions and actions. It not only enhances customer satisfaction but also drives loyalty, referrals, and long-term success.
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Unconventional Business Wisdom for the refined entrepreneurial mindset - by James D. Roumeliotis 