Companies that put the customer at the focus of their businesses are experiencing an increase in customer lifetime value and a reduction in churn.
How? In my opinion by applying customer-centric thinking.
Customer-centric mindset and this way of doing business provides positive customer experience before and after the sale.
Besides offering good customer service the approach enhances customer loyalty and improves business growth.
I think customer centricity is based on putting the client or customer first in order to build long-term relationships.
Take it from me and put at the heart of marketing the following:
- understanding the customer behaviour, interests and engagement
- designing the customer experience
- continuous improvement driven by customer feedback
Providing a positive experience and putting customers first allows you to anticipate customers’ needs.