Customer-centric is a way of doing business with your customer in a way that provides a positive customer experience before and after the sale in order to drive repeat business, customer loyalty and profits. And a customer-centric company is more than a company that offers good service.
The importance of building a customer-centric business continues to grow. So in essence, it’s your customers who’re running the show, making you profits and paying the salaries of your employees. In return, they rightly expect you to care about their problems, work hard on creating products that make their lives easier and staying alert in resolving any bottlenecks in their path to success.
This is what customer-centricity is all about. A customer-centric organization is where every process starts and ends with customer satisfaction in mind. It’s a culture, not an event. An ideology, rather than an isolated action.
Customer centricity is often considered a subjective topic that cannot be defined and tracked in clear terms. But it has long-term monetary and branding benefits that are well documented. Starting with your company values, you need to create an environment where every employee in your company takes customer satisfaction into consideration before making any decisions. By making this a part of your employee appraisal and reward system, and by making your higher management employees lead by example, you’ll be on your way to creating a truly customer-centric organization. Also, remember that it is not enough to have great customer-centric values, you must supplement it with the right tools and software to help manifest these values into tangible action steps.