The A-Z of Customer-Centricity (And Why It Matters in 2016)

If you’ve ever bought anything from Amazon (and let’s face it, who hasn’t?), you may have noticed that their packaging often proclaims them the ‘world’s most customer-centric company’. You might then also have wondered exactly what they mean by this. Well, it’s not some flash-in-the-pan buzzword, but rather a legitimate business strategy – and it’s one you can use too.

What is customer-centricity?

Perhaps the best way to explain what customer-centrism is, is to explain what it isn’t. Let’s say your business is looking to make a splash in the market with a brand new product or service. A customer-centric company would approach this task differently to one that’s, for example, product-centric. So rather than asking the question, ‘How can we make the best product possible?’, a customer-centric business would ask, ‘How can we create the best solution for the customer?’. This is just a small example, but it speaks to an entire ethos that permeates the customer-centric business: the customer comes first, in all areas and at all times.

Customer-centricity in action

Now that we’ve established what this concept is, how does it actually work in practice? Below we’ve listed a few examples of the customer-centric ethos and how it can apply to many different situations:

• New product development becomes new solution development
• The company is structured based on customer segments rather than product divisions
• R&D is based on searching for customer need, rather than seeking out new products or services to create
• A focus on convenience, with one-click service and round-the-clock support
• Instant refunds for to-be-received returns
• Increased focus on affordability for everyone
• Active and engaging social media accounts

With these examples in mind, it’s also relatively easy to see where existing companies may be going wrong. When the customer comes first, the long-term strategy for the business often reveals itself much more readily.

Why customer-centricity matters today

It’s no overstatement to say that the power today really lies in the hands of the customer. With global audiences available via social media, as well as online shopping and Distance Regulations, it behoves businesses to ensure that customers are always happy. One small slip-up can lead to a PR nightmare for any business, large or small, so having a more customer-centric approach to operations can really help avoid this. When problems are dealt with quickly and easily with minimal fuss, it’s much more likely that the unhappy customer will a.) be satisfied with the outcome and b.) continue to use your service. This is just one way in which customer-centricity is changing the face of modern business across the world.

If you’d like to implement a more customer-centric philosophy to your business, it all begins with Customer Relationship Management. Learn more about the AutoVu  platform today, and discover how it could give your business the customer-centric boost it may need.