What is customer centricity?
Feb. 25, 2019, 9:44 a.m.
Being customer-centric means putting the customer at the center of all the business’s activities. Client’s welfare becomes the biggest and longest lasting value of the company. More and more companies start to increase the powerful role of the customer experience and its value to finding, defining and answering clients’ needs and problems.
Customer centricity demands to adopt customer relationship management at the core of the company’s hierarchy. This also means adapting some new, customer-centered strategy that needs reorganization of plans, education, and measurement of all the activities. This requires a whole new different approach and identifying the company as itself.
Instead of asking questions such as "What product/offer can we sell to our clients", you should start to ask "What do our clients need to help them with".
Instead of "What relationship do we need to establish with our customers", ask "What relationships do our clients expect to establish from us".
Instead of "How can we make people give us their money", ask "What we can do for our clients and what value do they need to perceive in our offer before they pay us".
Customer centricity gives you control because of the knowledge of your customers’ expectations. Brands that are committed to customer centricity focus on building relationships with clients and believe that without them, they cannot succeed in business. This approach also helps to better analyzing, planning and implementing new strategies and activities that will be more profitable and increase customer’s loyalty.
Many companies and organizations start to becoming more customer-centric. This tactic doesn’t mean that you shouldn’t improve your offer. You should! But now, with constantly focusing on clients’ needs, you know how to do it and what would they pay for.