customer centric

4 Ways to Create a Customer Centric Business

Companies have been trying to adopt a customer centric business model for nearly 20 years now. Some more recent data suggest ‘only 14% of marketers say that customer centricity is a hallmark of their companies. And, only 11% believe their customers would agree with that characterization.” So, what does this mean for you?

Well, creating a customer centric business (or brand) benefits not only you but 100% benefits the customer.

In most businesses the culture remains product-focused or sales-driven, right? Or, customer centricity is considered a priority only for certain aspects like marketing. However, to successfully implement a customer centric strategy you must have a culture that aligns with them.

Additionally, you must have leaders or be the leader who cultivates the necessary mindset.

It’s never too late to update your marketing strategy to make your company more customer-centric. 

4 Ways to Create a Customer Centric Business

Good customer care never goes out of style.

It’s critical when it comes to finding (and keeping) clients. Whether customers come through your door in person or online, being customer centric and listening to feedback about your products and services can help you grow your business in the future.

See, when companies ignore their customers, their customers will start to ignore them. In turn, creating poor retention rates and in many cases, declining sales.

Entrepreneurs that are committed to customer centricity are passionate, and truly believe the customer comes first. Additionally, they believe that;

  1. without the customer, they cannot succeed in business
  2. they take time to see things through the customers eyes
  3. they understand what customers want because they are listeners first

Word of mouth can build a brand – or break it.

Empires like Starbucks or AirBnB have been built off the back of word of mouth advertising. They are also companies that involve their customers in their business journeys, making them feel part of the company through storytelling.

How well is word of mouth working for you? Take a moment and consider what others are saying about you, your business and/or brand when you are not around.

Keep your market research customer-centric rather than company-centric.

Many entrepreneurs fall into the trap of basing questions on the company rather than on the customers. And, this can reduce response rates and deplete the quality of the data you collect (if you are noting this).

If you are asking customers to rate your product on a scale of 0 to 10, and they choose 9, don’t ask why they didn’t choose 10. Suggestions: ask a more targeted question like “what could we improve for you to turn your 9 into a 10?

This keeps the questions customer-centric rather than company-centric. May seem small but from a customers perspective — it’s everything.

Operate with customer empathy.

Empathy is one of those buzzwords that sound really good, right? But very few companies actually understand what it means, let alone practice it. Essentially, customer empathy is the ability to identify a customer’s emotional need, understand the reasons behind that need, and respond to it effectively and appropriately.

Remember a time that you tried to sell the prospect something they didn’t want? Or, persuade them to make a decision that wasn’t based on their needs? Probably didn’t turn out so well. Empathy will help you play the long ball instead of a one-time sale or worse, a refund or poor review.

Is your current business customer centric? If not, what can you do to make the shift? If it is — amazing! Is it something you were determined to see happen or did it naturally fall this way? Would love your feedback!


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customer centric