“The probability of selling to an existing happy customer is around 14 times higher than the probability of selling to a new customer.”
“62% of consumers have stopped doing business with a brand or business due to a bad customer service experience.”
These are some alarming statistics that tell you how significant the shift towards customer-centricity can be for your business. And it’s more than saying you put your customers first. Its an approach, a mindset that prioritizes delivering exceptional customer experiences before & after-sales.
Customer centricity is something that has to be integrated into the very core of the company. Train your team to stop thinking in terms of numbers & start focusing on exceptional customer service. This also means adopting policies, processes & systems that make it real for your employees.
A customer stays loyal to the business that provides the best customer experience. The most important question you have to ask yourself: What makes my customers happy? How can I meet their needs? The insights you gain from the answer will help you formulate better strategies & business decisions.
Having the end-user as the focus for every business decision is not as easy as it sounds. From customer acquisition to transactions to after-sales service, customer centricity transcends across the entire customer journey. This would mean that every employee in the organization empathizes with the customer & work towards delivering the best possible experience for them.