Customer Centric: Put the customer at the center of your business

Customer Centric Definition
6 min

Set the Customer Centric (Customer-centric organization) it would be somewhat redundant in the face of such direct terminology. So I found it interesting to bring some terminologies not customer-centric and so we emphasize the differences between them:

Customer Centric (Non-Customer Centered):

Customer Centric Definition

The Customer Centered organization puts, about everything, as customer needs in the foreground, and that includes guiding you to other solutions that are not part of your own product portfolio. Organizations Customer Centric will present solutions converging to the clients' needs. This philosophy is strongly associated with service providers or with service associated with the sale of the product.

Customer Focused (Customer Focused)

Customer Focused

Customer-focused organizations are those that develop outside-in (From the outside in). But don't put the your customer's success ahead of its own financial success and this is realized when analyzing what are the KPIs (Key Process Indicators)/Organization success indicators.

Price oriented (Price Oriented)

Price oriented

Many commodity companies understand that if they do not have the best price they will not succeed in the market, however do not understand what are your differentials, when there are. So they enter a profitability reduction spiral constant that drives them to death whenever they are unable to reduce their costs along with prices. Cost reduction being much more difficult than price reduction, the death of these companies is inherent to your management model. We can easily say that this is a strategy for those who do not know much about strategies, after all there will always be someone to offer the same product for an even lower price.

Cost oriented (Cost Oriented) / Profit oriented (Profit Oriented)

Cost oriented / Profit oriented

Some of these organizations believe that obtaining the best cost will be able to price wars, others believe that with the low cost and acceptable price for the market, more profitable. This strategy can achieve good financial results and really achieve low costs through innovation, economies of scale, strategic suppliers, however care must be taken not to start unsuccessful price wars.

Product oriented (Product Oriented)

Product Oriented

Apple is the greatest example of Product Oriented that we can bring.

“Customers don’t know what they want until you show it to them”

Steve Jobs

(Customers don't know what they want until you show it to them – Steve Jobs)

These companies undeniably believe that they can offer their customers the best Customer Experience being the best at what they set out to produce.

Starting this description with Apple as a reference, it would not be very smart to say that this is not a winning strategy. However, it is very appropriate to affirm that this philosophy fits for companies that focus only on products and not in services.

I venture to say that the Apple has a mixed philosophy, being Product Focused in product development, but Customer Centric in after-sales service.

Process oriented (Process Oriented) / Operations Oriented (Operations Oriented)

Process oriented

Following the procedures is what these companies do best.

If what customers want is not an option in their procedures. Unfortunately customers will need to understand that their wishes will not be fulfilled because company procedures cannot be hurt.

Clarified the best known options in the market. We will now detail what are the 3 pilares do Customer Centric. A philosophy that is becoming increasingly stronger in companies that have service in their operations.

The 3 Pilares do Customer Centric

1- Customer Experience

Customer Experience

Return to Customer Experience (Customer Experience) a fortress is one of the main objectives of the brands that decide to trace this path, and for that they use resources like the Customer Journey Map (Customer journey map) so they can understand all the moments when they can positively impact their customers.

2- Customer Success

Customer Success

It is not enough to deliver to the customer what was promised and consider that everything is ok. First, When adopting Customer Centric, the company must ensure that customer goals have been achieved, preferably with the least possible friction. That is why it is becoming common in companies loyalty leaders have an area called Customer Success. This area, after the sale is made, is responsible for maintaining contact with the customer. In addition to ensuring that it are you satisfied with the service or product offered and that your goals have been achieved.

3-Measuring Customer Satisfaction Level (NPS – Net Promoter Score)

Measurement of Satisfaction Level

It is very romantic to see the company declaring itself Customer Centric, however more important than telling the customer is his true performance in improvements of KPIs (Indicators), proving your involvement in your clients' success.

The main indicator for measuring the level of customer satisfaction is the NPS (Net Promoter Score). Meet the NPS clicking here.

Improve the experience and enhance your results

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