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Oct 19, 2024

What Is Customer Centricity, and Why Does it Matter? - CX Today

Learn more about the philosophy that puts customers at the center of all decision-making Published: May 2, 2022 CX Today Team Customer centricity involves factoring the customer into every people,

Learn more about the philosophy that puts customers at the center of all decision-making

Published: May 2, 2022

CX Today Team

Customer centricity involves factoring the customer into every people, process, and technology decision, across the enterprise.

A robust customer-centric focus helps companies maximize profits by ensuring that they offer the products and services their customers want most, in the way they want them.

Here are some critical steps for building a customer-centric culture.

Ideally, the customer journey and company culture should reflect its values. Creating a set of customer promises and considering – at every touchpoint – whether the company is adhering to those is a critical part of a customer journey mapping exercise. Also, consider how well the company promotes these promises within the business and how they can help motivate employees with an overarching purpose.

Even if an organization has the most customer-centric ideas and business culture, it is challenging to accomplish success without employees that believe in their vision. Choosing staff based on their qualifications and expertise will always be vital but do not overlook how well they align with brand values.

Customer-centric companies ensure that customers feel listened to. It is essential to have a system for customers to provide positive and negative feedback. Also, complaint management should not be viewed as a necessary evil but as an opportunity to improve. Remember, criticism is a chance to learn and improve products, services, and experiences.

The way customers interact with businesses has changed dramatically in recent years, and technology has played a significant role in this shift. Customers now expect companies to offer effortless, omnichannel experiences. Implementing a centralized CRM system that stores customer journey information and uses data analytics to gain insights into customer behaviors ensures better, customer-centric service experiences.

Companies need to prioritize their customer needs and desires to stay competitive. In today’s business landscape, customer centricity is essential to the success of many brands. Businesses can achieve this by creating a customer vision, promises, and goals shared across the enterprise. Yet, it also requires a culture change, where the company empowers employees to base decisions on what is best for the customer.

Wish to delve deeper into more CX trends? Check out our video overview of the Zendesk Customer Experience Trends Report 2021