Many companies, like people, like to believe that by claiming to have certain characteristics, those characteristics are automatically present in them. Consider the concept of customer-centricity. Does it really matter if a company claims to be customer-centric and to always put the needs of its clients first? Not really, no.
Customer Focus Is Not Transactional
That it should be a special service or cost more runs counter to the very idea of customer-centricity. No matter how appealing a pyramidal representation of customer needs may be, there simply cannot be a hierarchy of customer-centric practices. Being committed to all customers, not just the big ones, is what it means to be customer-centric.
A Company Cannot Be Reactive And Customer-Focused.
It’s not even close to being customer-centric if a company only acts in the name of the customer when they have a problem. Of course, using the appropriate tool is necessary to some extent.
So What Exactly Is Customer-Centricity?
Customer-centricity means connecting business success to customer success and working to make sure they achieve their goals using the products and services the company offers. It means that customers are always at the center of business decisions, and how will this affect our customers is always the first question to be asked.
Additionally, being customer-centric offers a special set of benefits, including increased cross-selling and expansion opportunities as well as better customer relationships and retention. The inverse is also accurate when a company has a genuine customer-centric ethos. In the end, what’s best for customers is what’s best for business.
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