What is the Customer Centric strategy and how to implement it in 6 simple steps

The unstoppable growth and digital business transformation is undeniable, a fact that has completely changed the existing relationship between companies and consumers. Currently, it is necessary to implement strategies and have the necessary resources to improve the customer experience. To do this, it is essential to ask the following question: What do customers want? With the answer, we can begin to prepare a strategy based on Customer Centric.

Recent studies such as that of the company Deloitte confirm that the companies that implement strategies based on Customer Centric are 60% more profitable compared to those that haven't implemented it. If you want to be part of that successful majority, keep reading this article and we'll tell you how.

What is Customer Centric?

The concept Customer Centric — literally translated as “Customer at the Center” — responds to the customer-oriented strategy through which an organization places the customer at the center of the company with the objective of focusing all processes and operations on users.

Thanks to the implementation of Customer Centric, with actions aimed at customer satisfaction and loyalty, among others, clear objectives such as loyalty are established and benefits such as increased sales are achieved. All of this stems from the idea of satisfying customer needs and, consequently, establishing a long-term relationship.

In short, the Customer Centric philosophy has been gaining more and more ground in companies, linking their customers to decision-making and subsequent development of the product or service, in order to offer a better value offer.

Customer Centric Benefits

· Increased user satisfaction: placing the customer at the center of the company's interests, as a key part of the operation, will make them feel much more satisfied due to their prestigious position.

· Customer loyalty: as we mentioned before, with the implementation of customer centric your customers will be more satisfied. As a result, by having happy customers, you will be able to make them loyal to your company.

· Improving the corporate image: placing your customers at the center of the company's activity or operations will significantly improve their image of your company.

· Positive publicity: taking into account good results in parameters such as user satisfaction or even the rate of improvement in the corporate image, it will be possible to obtain feedback in the advertising of our company. A satisfied and happy customer will be a company's best prescriber.

· Business opportunities: knowing in detail the concerns and needs of customers will not only help to increase their satisfaction but also to exploit all possible business opportunities. Through calls, surveys or even through support channels, we can detect all these needs and treat them as information that can be implemented.

How to implement the Customer Centric philosophy in your company

Taking action and implementing such a novel strategy and approach as Customer Centric is not easy. Therefore, below we show you by the hand of Zendesk What are the key aspects you should consider to carry it out:

· Take actions to receive Feedback from customers: measuring your satisfaction in addition to knowing first-hand what your feelings are regarding a service or product is key to being able to improve. Use the feedbacks as a premonitive formula for solutions to potential problems, it will make it possible to identify unmet needs in advance.

· Instant communication: as we mentioned before with feedback, having direct and instant communication with your customers is a key factor for their satisfaction and success, since you offer them security and transparency regarding your product. At SmartMonkey, we are very clear that communication with customers is very important and, therefore, we have our email platform. Thanks to the email platform, you can keep your customers informed at all times with the possibility of directly sending all the information necessary to monitor the full service in real time.

· Synchrony between departments: all departments of the company must be aligned with the continuous improvement of the customer experience; all must aim to provide the best possible experience to customers through support, information or improvements at the product level, among others.

· Loyalty programs: the most satisfied and loyal customers will be the best ambassadors of our brand. In this way, it is important to consider a loyalty strategy so that the customer feels part of a community as well as feeling the center of it.

· Appropriate interaction and support: it is essential to offer customers all the interaction and support they need with our company. Therefore, offering a multiplicity of channels to adapt to the needs of each user is key, since the objective will be to facilitate communication.

· CRM: it is necessary to have a customer data manager in order to be able to know in depth what the needs of each of them are; having the right tools will make customers have a better service and are more satisfied. In addition, with a CRM you can manage the analysis of all the information collected from your customers and extract, among others, buying trends.

Do you want to know other market trends? Go to our article Reverse Logistics: what it is and what are its benefits and discover one of the latest trends.