The challenges As the economy slowed, consumers became more selective about which brands they decided to spend their money on. The brands that stood out were those that treated industry email list customers with respect, provided good products and services, and built a real relationship with their customers. With this, social media and mobile apps also became an essential part of the consumer journey.
The key is to understand your customers’ needs and start a conversation. Not about your products and services, but about what your consumers want.
Being Customer Centric is about anticipating your customer’s needs .
First steps to becoming a Customer Centric company The challenges
Your company must have a culture that is passionate one important thing you need to remember the customer. They need to believe that without the customer the business will not succeed (which is, in fact, true);
Your company must be committed to developing products and services that directly meet the needs of your customers ;
Must be committed to developing a customer relationship based on maximizing products and services;
Must create carefully developed customer relationship strategies based on data and analysis, always focusing on maintaining loyal and profitable customers for the business;
How do I measure the success of my Customer Centric strategy?
There is no rule for measuring the results of your Customer business to consumer reviews strategy. Each company will have its own way of doing this analysis based on the result it seeks to achieve or the improvement it wants to implement. However, there are two main metrics that must be carefully measured:
Churn rate
Obtaining new customers has become a very difficult task. Therefore, many companies are investing in maintaining (retaining) the customers they have.
To calculate your Churn rate, you must measure the exact number of customers who left your business in the last 12 months and divide it by the (average) total number of customers during that same period.
The key here is to understand why people leave your business and why others stay.