What is customer centricity

[sakibkhan22197]

Want to improve your mobile app? Sign up for a free consultation on the Carrot quest SDK for your app
We will tell you how to increase conversion to orders, test hypotheses and build cool user support within the app using our tools.If you just created a good product and think that you will immediately stand out in the market, it is not that simple. Today, more and more companies are implementing the customer-centricity method in their strategies to attract customers and stand out from the competition. In this article, we will tell you what customer-centricity is, what benefits it brings to business, how to implement this approach in CRM marketing - and we will support everything with step-by-step diagrams and examples.

Customer-centricity is a method on which the business development strategy is built. According to it, the main focus of the company's attention is on the buyer - his needs, expectations and desires. A customer-centric business adjusts the product based on customer feedback or invites them to jointly develop new ones.

Customer-centricity and product-centricity: differences and examples
The characteristics of the customer-centric approach are noticeable in contrast to the alternative business strategy – product-centric.

Customer-centric companies: start from the customer's needs in creating and improving their products or services. For example, IKEA offers users to create interior and furniture designs together.
Product-centric companies: create innovative products with unique features that create new needs in people. For example, in 2015, Amazon was the first to launch an audio speaker with a built-in voice assistant, Alexa. This created a new need for a voice assistant in people, and today many people have such a device.
An example of a product-centric approach
Today, a smart speaker is a product that many major market players have in their lineup. From left to right: Amazon Alexa, Yandex.Station, SberBoom Smart Speaker, VK Capsule with Marusya
Customer-centric business: main principles
Customer care. Throughout the customer's life cycle, a customer-centric business list of malaysia cell phone number takes care of them. For example, at the first stage of interaction, it provides free consultations, offers simplified one-click payment, organizes fast delivery, and then collects feedback about the product. This way, a person feels that he and his opinion are important.

Attentive attitude to feedback. A customer-centric company thanks customers for positive feedback on the product and always responds to negative feedback. For example, a response to criticism can be an apology, a product replacement, a discount or a bonus for the next purchase. In the long term, the company collects all the shortcomings indicated by the majority of customers and passes them on to the development or purchasing departments (if we are talking about working with suppliers) to fix them.

Going beyond customer expectations. A customer-centric company strives to do a little more than the customer expects. For example, the Krasnodar cafe "Pankis" prints photos of customers on a pocket printer as a compliment and sticks them on "to go" cups.

Example of ugc in marketing
Customers like the photos printed on coffee cups, so they willingly post them on social networks, which creates additional advertising for the establishment.
As you can see, there are few principles of customer centricity, but each of them helps to increase customer loyalty and maintain trusting relationships.