Customer Centricity describes creating a positive consumer experience from the point of sale through the actual sales process to after the sale.
A customer-centric approach can elevate a business by allowing it to stand out from competitors that don’t offer the same experience.
Customer-centricity is nothing new, but it is becoming increasingly important in today’s age when companies need to transform themselves in digital marketing, build a corporate customer culture, and continually improve the customer experience.
What are the characteristics of companies that successfully operate Customer Centricity?
- You use customer data to provide better understanding and meaningful segmentation of the customer base.
- You identify the best customers.
- You focus on services and products for the most valuable customers.
- You use Customer Lifetime Value to segment customers.
- Commitment to customer success.
- They engage with customers from the beginning (before the actual sales process ).
- They live customer centricity from the top down.
- They foster a customer-centric culture.
- They recognize the customer across all channels.
- They design processes and policies from the customer’s perspective.
- They find out what matters to customers.
- They foster customer innovation.
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