Statistics indicate that customer-centric businesses are 60% more profitable than their counterparts. These organizations focus on putting their customers at the core of their business to build lasting relationships and provide a positive experience.
In order words, they aim to ensure their customers’ utmost satisfaction with their brands. Indeed, customer-centricity can increase sales, establish your business credibility and foster customer loyalty.
Fortunately, you can build a customer-centric business with the right tips, including the following.
1. Encourage Customer Feedback
Admittedly, you may have a great product you imagine your clients will love. However, it’s not enough to base your business on speculations. It’s common for brands to launch products and services that their target market isn’t enthused about.
To avoid this, consider getting feedback from your customers. This way, you can better understand their needs and tailor your products and services to suit them. Moreover, customers are more inclined to patronize a brand if their opinions are acted upon.
You can solicit customer feedback in various ways. For instance, you can add a quick poll on your social media platforms, where clients can click their responses.
Alternatively, post a feedback form on your website or leverage a pop-up survey after customers purchase your products online. Other effective channels include emails, SMS, phone calls, in-app messages, and so on.
2. Improve Your Customer Service
Research indicates that 81% of customers will make more purchases if they have a pleasant customer service experience. It’s worth noting that a satisfied customer can be an effective marketing channel.
On the other hand, an unhappy customer can equally discourage others from patronizing your brand. Also, good customer service can improve your customer retention rate while boosting your sales, so keep this in mind.
Furthermore, upselling products becomes easier when your customers are treated well. Seeing these benefits, consider improving your customer service if you haven’t already.
As a tip, train your workers to always treat your customers respectfully, regardless of the situation. For instance, encourage them to remain calm and collected even if the customers don’t behave similarly.
Responding promptly to customer complaints is also essential, so keep this in mind. While at it, avoid corresponding with them, as this may seem too formal or unrelatable. Instead, converse with them and use positive language to ensure they feel heard. Expressing your gratitude for customer patronage through personalized texts, discounts, gifts, and so on is also beneficial.
3. Prioritize Customer Convenience
Notably, customers are likelier to stay loyal to a brand that prioritizes their convenience while offering quality goods and services. Fortunately, you can achieve this without breaking the bank or going through undue stress.
For instance, you can work with a credible logistics company to ensure their purchases are delivered to their doorsteps on time and in good condition. Alternatively, you can offer various payment options to accommodate customers who dislike sharing their credit card details.
Likewise, consider scheduling appointments to suit your customers’ schedules.
Creating a customer-centric business is possible with the right tips. Hopefully, you’ll consider those discussed above for the desired outcome.