Customer Centricity: What Is It & 8 Strategies For Success

Your business cannot scale—let alone exist—without customers. That’s why it’s so important to maintain a customer-centric approach in everything you do. As a result, you’ll have the information necessary to create delightful experiences, streamline the buyer’s journey, and build trusting and lasting relationships with your customers.

Customer centricity is not just a buzzword; it’s a fundamental business philosophy that places the customer at the base of every decision and action. In today’s market, understanding and fulfilling customer needs are vital for sustained success. This approach involves gaining profound insights into customers’ preferences, behaviors, and pain points, and leveraging this knowledge to deliver exceptional experiences at every touchpoint.

By anticipating customer needs, collecting and acting on feedback, and providing proactive support, businesses can foster loyalty, enhance brand perception, and attract new customers.

What is customer-centricity?

Customer centricity is when your business prioritizes a deep understanding of all things related to your customers—this includes their expectations, perceptions, background and , reasons for working with your company, and more. This information is then applied to everything your business does including product/service creation, customer interactions, and changes to the buyer’s journey. The result of an effective customer-centric strategy is that your company increases customer advocacy, loyalty, and retention.

Within a customer-centric approach is customer-centric marketing. It puts customers first in all decisions regarding marketing tactics including content, promotions, ads, and more. It ultimately improves the likelihood of your marketing materials resonating with and converting customers.

Customer-centric selling is similar but it’s used by sales teams. It aims to approach each prospect’s challenges with a personalized solution instead of delivering something that is one-size-fits-all. It entails focusing a customer’s specific pain points and goals to show them why you’re the right business for them to work with.

Why is customer-centricity important?

Here are just a few reasons why customer centricity is so important—it:

• Increases customer loyalty and retention: Customer centricity enables you to provide excellent customer experiences. Customers tend to walk away from brands they associate with poor experiences, and they may even encourage others to do so by posting about the experience on social media and review sites.
• Improves brand perception: Being customer-centric helps you retain existing customers by improving brand perception. It ensures they have frictionless experiences with your brand.
• Attracts new customers: As the perception of your brand improves, so does your ability to attract new customers. Combine that with encouraging your happy customers to leave reviews and you’ll find it even easier to convert prospects and grow your customer base.

The Value of a Customer-Centric Company

You know that feeling when you walk into a store and it feels like they really “get” you? That’s the magic of a customer-centric company. They go above and beyond to understand their customers – what makes them tick, what they love, what they need. And let me tell you, it’s not just about making a sale.

A customer-centric company knows that when they put their customers first, everything else falls into place. From building trust and loyalty to attracting new customers, there’s real value in prioritizing the people who keep your business running. So, if you want to stand out in a sea of competitors and create lasting relationships with your customers, embracing a customer-centric approach is the way to go. It’s not just good for business; it’s good for the soul.

Customer-Centric Strategy

Embracing a customer-centric strategy is paramount for success. Let’s delve deeper into two key aspects of this strategy:

Customer-Centric Marketing

Customer-centric marketing is all about putting the customer at the forefront of your marketing efforts. It involves tailoring your marketing tactics to meet the specific needs, preferences, and behaviors of your target audience. This approach goes beyond generic mass marketing and focuses on creating personalized experiences that resonate with individual customers.

To implement customer-centric marketing effectively, businesses need to:

• Understand Customer Needs: Conduct thorough market research and gather insights into your target audience’s preferences, pain points, and purchasing behavior. Use this information to tailor your marketing messages and offers accordingly.
• Personalize Marketing Communications: Segment your audience based on demographics, behavior, and preferences. Deliver targeted messages and offers that resonate with each segment, ensuring relevance and engagement.
• Leverage Customer Feedback: Actively seek feedback from customers through surveys, reviews, and social media channels. Use this feedback to refine your marketing strategies, improve customer experiences, and address any pain points or concerns.
• Create Engaging Content: Develop high-quality, relevant content that educates, entertains, and adds value to your customers’ lives. Whether it’s blog posts, videos, or social media posts, ensure that your content addresses customer needs and interests while aligning with your brand values.
• Build Trust and Loyalty: Establish trust and credibility with your audience by delivering on your promises, providing exceptional customer service, and maintaining transparency in your communications. Foster long-term relationships with customers through personalized interactions and ongoing engagement efforts.

By adopting a customer-centric marketing approach, businesses can enhance customer satisfaction, drive brand loyalty, and ultimately, achieve sustainable growth in today’s competitive marketplace.

Customer-Centric Selling

Customer-centric selling is a sales approach focused on understanding and addressing the unique needs and challenges of individual customers. Unlike traditional sales methods that take a one-size-fits-all approach, customer-centric selling emphasizes building meaningful relationships and delivering value throughout the sales process.

Key strategies for implementing customer-centric selling include:

• Identify Customer Needs: Take the time to understand your customers’ pain points, goals, and priorities. Ask probing questions, actively listen to their responses, and tailor your sales pitch to address their specific needs and challenges.
• Provide Personalized Solutions: Offer customized solutions that align with the customer’s objectives and preferences. Present your products or services as solutions to their problems rather than generic offerings.
• Focus on Value: Emphasize the value proposition of your offerings and how they can benefit the customer. Highlight the unique features and benefits that set your products or services apart from the competition.
• Build Trust and Rapport: Establish trust and credibility with the customer by demonstrating expertise, honesty, and integrity. Be transparent about pricing, terms, and conditions, and strive to exceed customer expectations at every touchpoint.
• Follow-up and Follow-Through: Stay engaged with customers throughout the sales process and beyond. Follow up with them after the sale to ensure their satisfaction, address any concerns or questions, and explore opportunities for upselling or cross-selling.

By adopting a customer-centric selling approach, sales professionals can build stronger relationships with customers, drive repeat business, and ultimately, achieve greater success in today’s competitive marketplace

How to Become a Customer-Centric Organization: 8 Tips

Next, let’s take a look at some ways for you to become a customer-centric local business.

1. Consider and anticipate customer needs.

Anticipate your customer’s needs before they even have to ask you for help. You’re the subject matter expert—so predict what your customers may need in the future and arm them with the tools and information to make them feel like they’re supported.

2. Keep customer feedback in mind.

Customer reviews are valuable because they allow you to understand what your business is doing well and where you have room for improvement.

Collect feedback via as many sources as you can, focusing on the channels your customers prefer. Some important touch points for gathering feedback include chat, text messages, email, and phone calls. Don’t forget about Facebook Messenger, other social media pages, in-app messages, and even message boards, too.

Customer surveys are also an excellent opportunity for keeping customers engaged. Surveys not only give you valuable feedback from your customers, but they also show that you value their input. You can even call or text customers for feedback, encouraging your team to adapt the conversation to the customer’s responses.

3. Implement proactive customer service.

Being proactive about customer service gives your customers added value and shows your commitment to their success. It commonly entails giving your customers tools to resolve issues themselves without any need to contact your support team.

For example, a “Community” hub on your website or an FAQ page for self-support. You can also adjust your product and pricing pages to make the information on them more clear which also helps you offer proactive and effective customer service.

4. Follow up with your customers.

Be sure to follow up with customers every time they interact or engage with your business. Answer questions, respond respectfully to negative feedback, thank customers who choose to share positive reviews, and respond to comments via all marketing channels.

5. Listen to your customer requests.

Getting feedback from your customers and following up with them is only helpful if you put the information you receive to good use. So, when your customers make a request or give you their opinions of your products and services, take it to heart. Look for patterns or common requests. Then, evaluate whether you can reasonably accommodate these requests (and if you can, test them out).

6. Create a relationship beyond purchases.

Your primary goal is to get customers to buy your product or service, but you don’t want this to be the only driving force in your customer-business relationship. You want to create a long-term relationship—that’s because it costs your business five times as much as it is to attract a new customer versus retain an existing customer. To do this, build a relationship with your customers beyond their initial purchases. For example, give them the education, support, information, and/or offers that they need to achieve their goals.

7. Get everyone involved.

For a customer-centric approach to be successful, every one of your employees must be on board—even employees with roles that aren’t customer-facing. This includes leadership and management, Sales, Marketing, and Customer Service and Support.

8. Track your results.

Track and measure the success of your customer-centric approach to understand exactly how your business can enhance every stage of the buyer’s journey and ultimately attract, convert, and retain more loyal customers. To do this, consider tracking KPIs and metrics such as churn rate, retention rate, customer effort score (CES), net promoter score (NPS), and customer satisfaction (CSAT). Analyze customer behavior, value, and sentiment

Customer-Centric Strategy Examples

Here are some examples of customer-centric strategies.

1. Adopt customer tools.

Customer tools, like a customer relationship management (CRM) tool, for example, help you collect, organize, and easily reference all contact and customer data points. This makes it simple for your team to draw assumptions about what your customer segments need and/or are lacking, as well as which aspects of your business (e.g. customer service, product features, etc.) they find most helpful.

2. Consider omni channel communication.

With an omnichannel communication strategy, you’re able to communicate with your target audience via the channels (e.g. social media, your website, Google Reviews, etc.) that they want to interact with you on. Then, instead of having to constantly check all of those channels for messages from customers, bring all of your communication together—no matter the channel—in a centralized inbox for customer interactions.

3. Run customer satisfaction surveys.

Keep track of how your customers feel about your brand with customer satisfaction surveys. These are easy to set up and will help provide you with essential data points about your client.

4. Improve your customer service team.

Get your customer service team ready for a more balanced approach to working with your clients. To start, make your customer support team more easily accessible. While most people will want to talk to your team via text or webchat, some will prefer calling, so make your phone number visible on your website.

Challenges of Becoming a Customer-Centric Company

Establishing a customer-centric strategy can be difficult at times—here are some common challenges local businesses run into when working to be customer-centric.

1. Building a strong, customer-centric company culture.

Building a customer-centric culture requires everyone within your business to buy into the strategy—this can be even more challenging if you’re a product-centric business.

Explain to employees why a customer-centric approach is so important and why it’s beneficial for them, too. You may also encourage employees to think about the customers throughout all aspects of their work and incentivize them to do so with rewards like recognition or compensation.

2. Collecting quality customer information and data.

The type and amount of data you collect also make a difference when becoming a customer-centric business. The more detailed your data points are, the better you understand your customers and the better you can take care of their needs.

Don’t fall victim to data silos that keep information from online reviews, social media channels, web chats, and other sources separately. You need to store all this data in the same system and keep it organized. Centralize the data and clean it up. If your budget allows for it, consider using a CRM or even AI to help with data collection and organization.

Once you have enough organized data, you can use it to understand the buying behavior, engagement, and interests of customers. You can also use the data to identify opportunities for promotions, products, and services as well as segment your customers.

3. Applying customer feedback.

When you run a business, no matter the niche or industry you are in, you need to be able to take feedback and improve based on it. Aside from knowing how to properly take feedback, look for patterns in the data to gain insights on how to serve customers’ needs better.

Customer-Centric Marketing Solutions for Your Business

Customer-centricity needs to be worked into every aspect of your company’s operations, from the marketing campaigns to how you set your business up.

Podium has several growth solutions that are ideal for getting your business on the path to becoming customer-centric.

Get customer reviews.

Getting more customer reviews, especially positive ones, means more revenue. Understand how more reviews mean more business for you and how becoming customer-centric will get you more reviews. Don’t forget to check out the free Google Review Link Generator.

Reach your ideal customer.

Getting an idea of who your ideal customer is will help you develop and grow your business. One way to do this is to send one text that drives thousands in revenue. Take advantage of 500 ready-to-use texting templates from Podium.

Make communication easy.

Passing information along to your potential clients can become a full-time job. That is why you need to learn how to make your website a conversation starter. Don’t assume this means having interesting graphics and other entertaining dynamics. We are speaking more about what it means to see Webchat in action on your site.

Streamline your entire business.

With Podium, streamlining your entire business becomes a seamless process. Podium offers a comprehensive suite of tools designed to optimize various aspects of your business operations, from customer communication to online reputation management. By centralizing communication channels, automating repetitive tasks, and providing valuable insights into customer interactions, Podium empowers businesses to streamline their operations and enhance efficiency across the board. Whether you’re managing customer inquiries, collecting feedback, or monitoring online reviews, Podium’s intuitive platform simplifies the process, allowing you to focus on delivering exceptional customer experiences and driving business growth.

Ready to grow?

Are you ready to take your business to the next level? Podium is here to help you grow. With our suite of growth solutions, including review management, customer messaging, and webchat, you can attract more customers, increase conversions, and build lasting relationships with your audience. Whether you’re a small local business or a large enterprise, Podium’s customizable tools and personalized support ensure that you have everything you need to thrive in today’s competitive market. Let Podium be your partner in growth and success.

Measuring the Success of Customer Centricity

Ensuring the effectiveness of a customer-centric approach requires diligent measurement and analysis. Let’s explore three key metrics for evaluating the success of customer centricity:

Customer Loyalty Programs

Implementing customer loyalty programs is a valuable strategy for fostering long-term relationships and increasing customer retention. By measuring participation rates, redemption frequency, and overall customer engagement with loyalty programs, businesses can gauge the effectiveness of their customer-centric initiatives.

Customer Support Time

Reducing customer support time is crucial for enhancing the customer experience and minimizing friction in the buyer’s journey. By tracking metrics such as average response time, resolution time, and customer satisfaction scores, businesses can assess the efficiency and effectiveness of their customer support operations.

NPS Surveys

Net Promoter Score (NPS) surveys provide valuable insights into customer satisfaction and loyalty. By regularly conducting NPS surveys and analyzing the feedback received, businesses can measure customer sentiment, identify areas for improvement, and track changes in customer loyalty over time.

By leveraging these metrics and measurement tools, businesses can effectively evaluate the impact of their customer-centric strategies and make data-driven decisions to drive continuous improvement in customer satisfaction and loyalty.