Put The Customer First And Make Your Business Soar!
The phrase “customer first in business” is often said in many businesses, and it seems easy to implement. Still, the reality is a little different and challenging, considering all the types of customers out there.
Even so, companies that operate in the market betting their chips on customer focus have stood out. The strategy, also known as Customer Centric, has strengthened consumer confidence in brands that demonstrate the fundamental importance of the customer to their business.
The customer-first culture made businesses stop believing that only low price is a competitive advantage, and today managers who do not have a sense of urgency and opportunity focused on the consumer see their businesses suffering severe losses, not only of gains but mainly from loyal customers.
What Is Customer Centric?
Customer Centric, is a strategy used by companies where all the actions of the enterprise are always organized with a focus on the customer.
But What Does Customer First Mean?
Every time we hear customer-first phrases like:
- “the customer is always right”;
- “customer first!”;
- “your client is your real boss”;
- among many others.
We are being prepared for the application of the Customer-Centric strategy, which must think about customers through:
- consumer-focused leadership;
- employees committed to understanding customers;
- an excellent customer journey;
- use of metrics that assess consumer satisfaction and needs;
- quick and efficient solutions for consumers;
- a quality after-sales service;
- an honest feedback culture;
- transparency in communication;
And this concept has been applied for years in the business world, and personalities like Philip Kotler drop sentences about customers at all times. Kotler reinforces, “if you create a love affair with your customers, they will do the publicity themselves.”
As Jeff Bezos has already talked about how Amazon views its customers — “We see our customers as guests at a party where we are the hosts. It’s our job daily to make every important aspect of the customer experience that little bit better.”
These are good examples of what customer first means and how companies should deal with them to achieve the best results with this strategy.
Key Benefits Of Customer Focus
Having the voice of the consumer as the main direction in an enterprise guarantees many competitive advantages for a business, the differentiation and standing out from the competition among the main advantages of using the customer first are:
- increased competitive advantage;
- increase in service tickets;
- increased customer satisfaction;
- expansion of the consumer’s identification relationship with the brand;
- strengthening the enterprise’s image;
- greater customer retention;
- improvement in prospecting for business opportunities;
- reduction in customer acquisition cost (CAC);
- Churn rate reduction.
Among other advantages capable of making the company’s culture differentiated, it focused on personalization and sensational experiences for consumers.
What Are The Challenges Of Putting The Customer First?
Every strategy implementation has risks, and it would be no different with a customer-focused culture. To begin with, when dealing with consumers, we need to be flexible, considering that a store serves the most varied types of customers.
In addition, putting a customer first doesn’t just mean meeting the wants and needs of that consumer for service. This process requires quality not only in the service but also in the product or service offered.
Another factor that needs to be thought about is how to guarantee all the quality that a customer deserves without this affecting the progress of the business, and especially the engagement of the agents involved in this strategy, who, like consumers, must be happy with their work, to play it well.
Therefore, the Customer Centric strategy must be planned in the long term so that no one is harmed in this relationship between the company and its consumers.
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