360 degree customer-centricity

«Strategy without tactics is the slowest route to victory. Tactics without strategy is the noise before defeat» Sun Tzu, the Art of War 

Reflecting this to customer centricity, my area of passion and dedication, I can only acertain that a lot of companies are claiming to be customer centric but are failing to put the right efforts to get it done effectively.

Implementing a customer centric strategy is easier said than done and requires a lot of hard combined efforts from the entire organization.

  • Generally it starts by creating a clear vision that outlines your company’s commitment to putting the customer at the center of everything you do.
  • Then, it’s about alignement. You need to make sure sure that all teams in your company, including sales, marketing, and product development, are aligned around your customer-centric vision and strategy.
  • The best way is to get it done is to understand your different groups of customers you want to target and understand their specific needs, preferences and pain points. Customer is your only source of truth. Stop emotions and put more facts in the decision making process. Ban expressions such as « I believe » or  « I know » and replace them by « our customer findings  tell us that ….»
  • You should also focus on the customer experience: Design your products, services, and processes to deliver a positive experience for your customers. This means making it easy for them to interact with your company and providing value that meets their needs.
  • Gather customer feedback, all the times to understand their satisfaction levels, pain points, and areas for improvement. Use this feedback to make changes to your products, services, and processes.
  • Use key metrics such as customer satisfaction, retention, and revenue to measure the success of your customer-centric strategy. Use this data to make improvements and fine-tune your strategy.
  • Continuously strive to improve your customer-centric strategy by gathering feedback and staying up to date with industry trends and best practices.
  • Communicate your customer-centric strategy to your employees and make sure they understand the importance of putting the customer first. Educate them about the strategy and provide them with the tools and resources they need to execute it.

In summary, a customer-centric strategy and execution is an ongoing process that requires commitment and dedication from everyone in the organization. It’s not a one-time initiative, but rather a way of doing business that must be continuously refined, communicated and executed to meet the changing needs and expectations of the customers.