Customer centricity is evident in many ways. These include superior customer service, product quality, personalized communications, and responsiveness. By creating a customer-centric culture from the CEO down to your customer-facing employees, your organization will build and sustain long-term, profitable customer relationships.
Being customer-centric starts by placing the customer at the center of a company’s strategic planning. Doing so will help ensure that you get the buy-in you need from across the organization. It also will help to make sure your organization provides positive consumer experiences not only at the point of sale, but also post-sale and throughout the customer lifecycle.
To achieve true customer centricity, a company needs to commit to a culture of customer success. Elements of a customer-centric culture include:
- engaging with customers in their channels of choice
- providing top-down support
- recognizing individual customers across all lines of business
- designing and implementing processes from the customers’ point of view
- measuring what matters most to customers
- fostering customer innovation
Taking a customer-centric approach adds significant value to a company by enabling it to differentiate itself from competitors who do not offer the same experience. Do you think your organization is truly customer centric? Take our quiz to find out!
This self-assessment will reveal you how your company rates in such essential areas as Corporate Leadership, Employee Engagement, Brand Values, and overall Customer Centricity. The results will highlight your areas of strength and show where improvements can be made to bolster your customer experience management (CEM) Strategy.
Take the CEM IQ Quiz today to see exactly how your company rates on the customer-centricity scale.
