In this era of digitalization and fierce competition, Customer Centric is no longer a foreign concept but has become the philosophy of many businesses, directly impacting their survival. So what is this philosophy and how can you build an effective Customer Centric strategy? Let's explore this with Bellsystem24 Vietnam in this article.
1. What is Customer Centric?
Customer Centric is a business philosophy that places customers at the center of every decision, from product and service development to marketing campaigns and customer care. The main goal is to maximize customer satisfaction and create customer experience proactively, thereby building long-term relationships and increasing loyalty.
Amazon – one of the most successful companies in the world with the philosophy "The customer comes first."
2. Need to understand customer centric correctly
Essentially, developing a customer-centric philosophy stems from the ultimate goal of revenue growth and sustainable development. However, instead of focusing directly on sales or optimizing short-term profits, businesses will concentrate on creating value and the best experience for customers, building win-win relationships.
When customers feel cared for and valued, they become more loyal, helping the business grow sustainably.
3. How are customer-centric businesses different?
4. Why is Customer Centric Important?
According to research by SuperOffice, 81% businesses consider customer experience to be a key competitive factor.
Here are the reasons why Customer Centric is important:
4.1 Increase loyalty
When customers feel cared for and understood by a business, they are more likely to return and build long-term loyalty.
4.2 Improving Sales
Loyal customers have a higher lifetime value (LTV). Satisfied customers not only purchase more, but also refer friends and family, naturally expanding your customer base.
4.3 Reducing marketing costs
Retaining existing customers is much cheaper than attracting new ones.
4.4 Creating competitive advantage
In a market full of choices, if all products are identical in quality, providing an excellent customer experience helps businesses stand out and differentiate themselves from their competitors.
Customer-centricity helps businesses stand out.
5. The core elements of a customer-centric business
Venn diagram showing the elements that make up Customer Centricity
Customer Centricity is not a short-term campaign but a business philosophy that must be maintained and continuously developed. It requires commitment from every level of the organization, from leadership to frontline employees.
6. Steps to build an effective Customer Centric strategy
6.1 Understanding customers
To implement a customer-centric strategy, businesses need to collect data from multiple sources: surveys, feedback, social media, and purchasing behavior. Then, analyze it to gain deep insights:
- Customer demand and purchasing motivation
- Empathy, understanding customers' thoughts
- Understanding the long-term value of customers and the reasons for their loyalty
See also: Empathy map – Build an empathy map to understand customers
Data-driven planning plays a crucial role in designing customer experiences, ensuring realism and accuracy while avoiding emotionalism and guesswork.
6.2 Building a customer-centric corporate culture
From leadership to employees, everyone must share a customer-first mindset, placing customers at the core of every decision.
Therefore, sharing sessions, orientation, and spiritual activities centered around the theme of Customer Centric are necessary for each employee to fully understand.
6.3 Customer Experience Design
The goal is to satisfy customer needs, noting that no single customer can fully represent the entire market. Therefore, customer experience design is often divided into two groups of solutions:
- General solution: Designed to apply to all.
- Custom solutions: Designed to personalize the experience for each customer separately.
Ensure that every touchpoint (stores, website, customer service, after-sales service) creates satisfaction, convenience, and value.
6.4 Empowering employees
Employees who work directly with customers need to be trained, equipped with tools, and given the authority to make decisions to quickly address all customer needs.
6.5 Continuously collect and listen to feedback
Customers are always changing. Listening to feedback regularly helps businesses identify problems and make timely improvements.
6.6 Measurement and optimization using metrics
To measure the effectiveness of a Customer Centric strategy, you need to track metrics such as:
These metrics help you assess customer satisfaction and loyalty.
Customer Centric is not just a strategy but also a business philosophy that must be applied systematically and consistently. At Bellsystem24 Vietnam, we are proud to be a leader in the field. Contact Center and customer experience, always putting customers at the center of all activities.
If you are looking for a partner to build an effective customer service strategy, contact Bellsystem24 Vietnam immediately for consultation and support!
