How To Succeed In Your Quest For Customer Centricity

CX is a key measure for customer loyalty

With ever-increasing access to information, constantly widening choice, and opportunities to share their experiences further than ever, your customers can make or break your business.

Research shows that customer-centric organizations – those organizations that successfully build CX into the heart of their business, achieve better margins, car reduce costs and achieve better customer retention.

This is because customers who have a positive experience are more likely to:

• Buy from you again
• Try your new product or service
• Forgive you for making a mistake
• Tell their friends something good about you

To be truly customer centricity, it needs to become part of your DNA. It takes a commitment to working through this CX improvement cycle again, and again.

Once customer centricity is part of your DNA, it will impact how your business is run. You’ll begin to put customer considerations at the heart of every business decision – even if it doesn’t look like it will offer immediate financial rewards.

Our insight paper, ‘How To Succeed In Your Quest For Customer Centricity,’ provides a CX measurement framework that you can embed to:

• Gain deep insight into your customers’ preferences and pain points
• Craft personalised experiences that resonate
• Drive business growth by fostering long-term customer loyalty

It’s a simple, practical and effective 4-step guide to help you listen to your customers and make the right changes to satisfy their needs, as well as the needs of your business:

1. Identify touchpoints and metrics
2. Collect feedback
3. Make the change
4. Analyse the data