What are the most common mistakes in implementing a customer-centric strategy?
Feb. 25, 2019, 9:49 a.m.
Implementing a customer-centric strategy requires some different approach to managing the company and application new changes. If you do it right, you have the big power on understanding your customers’ needs, values and problems. If you don’t – your activities will fail. What are the most common mistakes that you should avoid while implementing a strategy based on customer?
• Not knowing who the actual customers are
This is the first big mistake that some companies may do at the point of preparing for creating an actual strategy. Assumptions about your potential clients and nor relying on solid research may cause big issues at the core. This can lead to even bigger problems that you won’t solve without reorganizing planned activities from the beginning. Take some time and money to get to know as much as you can about your audience. This is the most important basis for the future.
• Not implying customer-focused leadership
Every activity must start from the highest levels of the company. The first thing to do should be training the managers and other leaders how strategy and approach will change and give them instructions o hand over to their subordinates. If managers don’t understand what is changing and why they won’t implement them to their departments.
• Not designing the experience
Many companies that started to implement a customer-centric strategy can struggle with no visible effects. Instead of focusing on designing the magic around the customer experience while using the products, they do everything to make their messages sound proper. So, first, you should get to know what clients’ needs then explain to them how your products work and how they can improve their life. the use process must be exceptional unique so they will remember and repeat your "instructions".
• Not measuring the results or measuring metrics that don’t matter
If you don’t measure your effects, you won’t know what mistakes you make. Make an effort and find the best tools that will help you to measure and analyze the results of your customer-centric activities. Remember to focus both on your actual clients and potential customers as well. This is the only path to develop your brand.