At Mediapost , we tell you what the concept of customer centricity means so that you can apply it to your strategy and improve your brand.
What is customer centricity?
Customer centricity refers to a strategy that business owner database places the consumer at the center, that is, the main focus of the company. To achieve this, it is not only important that the customer is satisfied, but they must also have had a good experience before, during and after they have purchased a product or used one of the company's services.
Thanks to the digital tools we have today, companies can get a deep understanding of who their customers are and what they are interested in.
What are the main challenges of customer centricity?
A few years ago, customers began to be more selective about which brand or company they chose to spend their money on and satisfy their tastes and needs. Those that were successful were those brands that cared about offering a friendly treatment and great service to their customers, thus creating a close relationship with them.
Added to this are social media and mobile, two elements that have become essential for a brand's presence. Thanks to them, customers can compare different products and services in real time and through various devices, and this has become a major challenge for many brands.
Studies have concluded that many companies are in a constant struggle and are unable to become a customer-centric organization or share information across departments.
The biggest challenges of customer-centric strategy are mainly focused on creating a plan that meets the needs and tastes of the customer, standing out from the competition and being relevant on social networks.
It is no longer enough to sell well, but also to make the client the protagonist of your universe .
What are the four best practices for becoming customer centric?
Brands that are customer-centric will design products, processes, policies and a culture geared towards supporting and satisfying their customers. Mediapost lists four of the best practices of customer centricity:
Without customers, there is no success in the company . For a company to function, it must have customers and not only that, it must also be able to see the world through their eyes. Salespeople need relevant data to share with the organization and then attract customers.
