We all know the feeling because we’ve been there at one point in time.
You’re scrolling through your Instagram feed, and you see an ad for a product you’ve been eyeing for weeks. You click on it, and you are redirected to the website. But once you’re there, things just don’t feel right. The site is hard to navigate, and you can’t find what you’re looking for. You end up leaving without buying anything.

As a business owner or brand, this is not the kind of experience you want your customers to have. In today’s digital world, it’s more important than ever to make sure your organization is customer centric. In other words;  your entire team is focused on the needs of your customers. From the front line employees who interact with them daily, to the back end support staff, everyone understands that the customer comes first.  Having this type of culture within your organization can lead to many benefits including higher customer satisfaction rates, increased loyalty and repeat business, and even referrals. 

For one to create a customer centric organization, you need to know your customers better than anyone else. What they want, what they need, and how they want to be communicated with are all critical components to success. By taking the time to understand your customers on a deeper level, you’ll be able to build a brand that they can trust and feel connected to.  This sounds easy right? You just need to know what they want. No, you’re wrong because that’s exactly where we all get it wrong. Not getting to know your customers the right way messes up your entire effort. Do you carry out Market Surveys to get into the mind of your customers and know exactly what they want Or you just assume and make a guess about what they might need?

Customer centricity is an approach to doing business that focuses on providing a positive customer experience in order to drive profit and gain competitive advantage.
Leslie Cottenje

 Leslie Cottenje sums up the main benefit of having a Customer centric working environment.  Here are a few other reasons why creating a customer centric organization is essential for any business owner or brand looking to succeed in today’s competitive marketplace.

  1.     With the rise in customer-centric businesses, we’re seeing an increase of satisfied employees. In one survey conducted by Forbes magazine among the U.S workforce , 82%of those who work at companies focused on customers express happiness with their job. This is in stark contrast to 20% of employees in other non-customer centric companies. Happy Employees result in a productive workflow. 
  2.     The customer-centric approach is the way to go because it will lead you down an endless path of profits. The sales focused culture may seem more effective but in terms of long term success, having relationships with your customers and satisfying their needs before or after transactions makes all that effort worthwhile!

While carrying out Market Surveys to get into the minds of your customers and finding ways to improve your services and not just sales. It can not be over emphasized that Teamwork is Important.

 In order to deliver customer-centricity in your business, every department has got a role. It’s not just about getting input from one area and forgetting about the others— teamwork is key! Every individual must consider what they’re doing relative both their own work as well as that of other departments when trying to collectively create solutions for customers; after all we can’t please everyone but if you make sure there’s alignment between various parts then our chances improve significantly. 

It’s essential to know your customers intimately in order to create a customer-centric organization. Without this understanding, you can make assumptions about what they want and need that may be far from the truth. This not only impacts your marketing efforts, but also your overall brand strategy. If you want help getting to know your customers better, Book a CALL with us today. We’ll carry out a market survey that will give you deep insights into what makes them tick. Knowing this information is key to creating successful marketing campaigns and building an authentic relationship with