Customer Centric Mindset

Companies of all kinds are now changing gears from being product or business-oriented to customer centric, where customer service, experience and feedback are king. Advancements in technology have paved the way for shifting market trends and digital solutions that address evolving customer needs.

To keep up with your rapidly changing business landscape, you must continuously evaluate how shifting customer behaviour, technologies and organisational support affect your ability to provide value.

Knowing your customer is the first step in ensuring your customer centric efforts are maximised. Successful organisations understand what their customers and employees want and need.

Businesses that take time to learn how to attract and retain employees and customers  make their products or service more accessible. Understanding internal and external customers is vital to providing the best service, which results in long-term relationships and loyalty.

Amazon is definitely top-of-mind when it comes to customer obsession. Business decisions are driven by a clear directive: to continually raise the bar of customer experience guided by their clear and concise mission.

Apple’s customer experience model is also noteworthy, as they switched from working with resellers to managing their stores to have better influence across customer touchpoints.

A customer centric framework hangs on the below:
1)  the purpose and direction of your initiative or effort
2) the way in which several factors are interconnected with multiple elements coming into play to influence the goal
3) clear action steps that lead to the preferred result

Similar to how intentionally creating the best customer experience needs planning and action, getting your team behind your customer centric efforts is a mission that requires deliberation and keen execution.