Customer Centricity

CUSTOMER CENTRICITY

What is Customer-Centric?
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Customer-Centric Characteristics
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Why Customer Centricity Is Important?

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How to be Customer-centric?

● Anticipate Customer Needs

● Collect Customer Feedback
○ Conduct a Survey
○ Launch User Testing
○ Make Direct Calls
● Be Easily Accessible
● Meet with Customers In-Person
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How to be Customer-centric?

● Provide Proactive Customer Service

● Adopt Customer Service Tools
● Look Beyond the Purchase
● Create an Onboarding Process
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Benefits of Customer-centric

● Understand the before, during and after of the customer’s journey

● Focusing on the customer benefits sales
● Support new customers and reduce cost to serve
● Recognising Opportunities for Growth
● Increasing Customer Satisfaction
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Benefits of Customer-centric

● Creating a Unique Experience

● Market Share and Profit
● Work with customers to improve operational efficiency
● Help customers make significant changes to be highly valued
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Difference between Being Customer-centric and Being Customer focused

● Thinking like a Customer

● Dealing with needs,not wants
● Provide solutions,not just products/services
● Focus on Customer Lifetime Value
● Proactive instead of Reactive
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Deadly sins of Customer-Centricity

● Myopia
● Indifference
● Worthlessness
● Heedlessness
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CUSTOMER
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Deadly sins of Customer-Centricity

● Imbalance
● Fractionalism
● Orthodoxy
THANK YOU