A Customer-Centric Strategy: Why You Should Implement One

Jan 27, 2022 | Customers

Striving for superior consumer experience and satisfaction is a smart goal for every sales-oriented business. Businesses that utilise a customer-centric approach are 60% more successful and profitable than an organisation that doesn’t put their clients first. 

However, in order to get these results, customer centricity must be more than just a strategy on paper. It must be instilled in your company’s culture and day-to-day operations as one of its basic principles. 

This article will discuss how you can implement a customer-centric strategy within your organisation. 

How to Implement a Customer-Centric Selling Approach

A customer-centric approach is a sales strategy that prioritises the customer’s needs, wants, and communication preferences during the purchasing process. From beginning to end, the consumer experience should be structured in such a way that all communication and sales activities are geared towards assisting the client in achieving immediate and long-term satisfaction. 

Customer-centric selling should extend beyond the sales department to include your customer support, marketing, and account management departments as well. When you run a customer-centric business, you will acquire customer loyalty, enhance retention rates, and increase recommendations – making it a win-win situation for both you and your customers.

Implementing a customer-centric business strategy may appear straightforward, yet most businesses fail to do so. Therefore, Leadtrekker has compiled a list of 5 steps to implement a customer-centric strategy within your business: 

5 Steps to Develop a Customer-Centric Strategy

 

Step 1: Ask The Right Questions 

Throughout the consumer journey, every customer encounter should be centred on the consumer. Encourage your salesperson to ask probing questions that get to the core of the customer’s problems, hopes, and reservations. Then, tell them to pay close attention to the responses they receive. Always giving the consumer a solution to their unique problem. 

Step 2: Communicate in the Customers Tone of Voice 

Active listening and asking probing questions will put your sales representatives ahead of the curve. However, if you want to stand out from the pack, train your reps how to recognise and adapt to the customer’s preferred communication style. Adapting to the customer’s communication style will put them at ease and improve their overall satisfaction with your business. 

Step 3: Invest in Customer Service Training

Customer centricity is a company strategy that reaches far beyond the sales team. Your customer support team is an essential component of the overall consumer experience. When the two teams work together, it leads to greater customer loyalty, retention, revenue, and referrals. 

Customer service training programs are designed to provide your customer service staff with the knowledge and skills needed to satisfy consumers, increase customer loyalty, and establish your organisation from the competition. 

Step 4: Customer-Centric CRM

The purpose of a customer-centric CRM  is complete customer satisfaction. It views relationship marketing as a continuous goal rather than a means to an end. Companies who consider CRM’s to be merely software, wind up automating company operations rather than leveraging the tool to optimise customer encounters and improve customer experiences. CRM software already includes numerous customer relationship management features, like before and after-sales assistance, to name one. 

Step 5: Do Your Research 

Customer-centric sales companies focus on learning about their customers, both at the market and individual levels. Equip your sales force with CRM software gathered, data-driven insights on their clients, and train them to conduct initial research on each prospect.

Contact Leadtrekker to transform and automate your business operations to create a customer-centric organisational strategy.