Many businesses would love to argue that they use a customer-centric strategy. Of course, the main objective for a business is to ensure the customer has a good experience! Most business owners can see that this is the most important factor for a sustainable business strategy with room for growth. However, when you clearly define exactly what a customer-centric business strategy you will find that some need to head back to the drawing board.
So within this blog, we will be clearly defining what a customer-centric strategy is, before providing you with 4 brilliant tips to get you going. Just remember that a customer-focused strategy takes time to build, but is highly rewarding. So without further ado, let’s dive in.
What Is A Customer-Centric Strategy
So a clear and simple definition for a customer-centric strategy is “A business plan that puts the customer in the driver’s seat. You must focus on the customer experience and make sure it is always the first priority for all employees” Products are developed to target customer pain points. Customers are given top-quality service, from pre-sale, into the after-sales process and beyond. Feedback is obtained from customers through more than just reviews. Providing customer satisfaction surveys and questionnaires brings invaluable data. This data is then used to improve upon and develop the company’s products and strategy. But how do you implement and measure the success of this strategy? Here are 4 tips to implement a customer-oriented strategy and a way to measure the success of these methods over time.
#1 – Focus On Customer Pain Points
To put it simply, the best way to start a customer-centric marketing strategy is to have products that target a pain point your target audience has. What problems can your product help your customer to solve, why should they choose this over the competition? Really look at your product and everything that it has to offer. How can you improve it? How can you frame it as the ultimate answer to your target audience’s pain points? You need to make purchasing your product an inevitable solution for your customers. This involves research, listening, and letting go of ego to implement something which works for the majority as opposed to the dreams of one business owner.
#2 – Collaboration Between Your Teams
Many of your individual teams are working from data silos. Data is a vital part of a customer-focused strategy and needs to be shared between your different teams. Whether it is the marketing team, the sales team, or the customer service team. Each is collecting vital data which can benefit the other. For example, the customer service team can inform the marketing team of feedback on what the customer’s main pain points are. The marketing team can then focus on these pain points in future marketing campaigns. The sales team can communicate potential problem areas to the customer service team to focus on implementing quick solutions. One way to improve the sharing of data between teams is to have software that makes this as easy as possible.
#3 – Take Pride In Your Customer Service
Having a motivated and passionate customer service team is an important part of any strategy. You need to provide your customer service team with all of the resources they need to enable them to do their job effectively. Don’t look at your customer service department as simply an extra revenue stream. It is a vital necessity to ensure that your customers end up satisfied with their purchase. Your customer service team can collect vital data that can’t be obtained elsewhere. They are a powerful part of your business, so be sure to value them as such and you will see the benefits in due course.
#4 – Look At Your Customer Communications
The key to attracting the right target audience for your products is to create the perfect customer communications. Being able to collaborate on design ensures that your marketing and design teams can create the best communications possible. You also need to look at how your external communications are being sent out. Creating efficient systems for these processes will give you an edge over your competition. You will quickly see the benefits of this on your customer-centric strategy with the results speaking for themselves.
How To Measure The Success Of Your Customer-Centric Strategy
The main way to measure the success of your strategy is to measure the customer lifetime value (CLV.) This will show you how much each customer is worth to your business. You can then use this to inform how much money to put into the various parts of your strategy. You will find that this should go up over time when moving over to a customer-focused strategy. This is one of the easier ways to measure the success of this strategy, however, you should also see an increase in sales and satisfied customers. It is vital that you measure the success of your strategy throughout the whole process, this will inform you of what is going right and allow you to assess where you need to improve in the future.
So there you have it, a guide to what a customer-centric strategy is, how to build one and how to measure its success of it. Here at Sefas, we are able to offer a range of CCM Tools that will be a huge help in your efforts to develop an effective customer-focused business model. To find out more about how we can support your business today. Please get in contact with one of our expert team who should be able to assist you.