Customer Centricity


A successful brand assigns certain weight to manage defectives replacement strategies from its Marketing budgets. Its because they realize that this cost outweighs the  cost of acquiring new customers . Successful companies spend on improving customer ownership experience and reap the rewards that come through reference. Every customer has a LTV (Life Time Value) and successful companies harness this metric by focusing on customer delight. Along the customer lifecycle, his experiences with the brand determine whether he would be a terrorist, indifferent or a fan of the brand.

In today’s world of digital connect, a dissatisfied customer’s voice is heard louder and can wreck a brand.  The dominant sound of that dissatisfaction stems from lack of or a tepid response to their problems and / or an ineffective solution provided by the brand.

Today companies are investing in technology and solutions to proactively engage customers to gain insights and earn trust. Many CEO are tasking their HR to building a company that is customer centric.

In the long run building Customer Centric Organization will be a hygiene, than being a viewed as a key strategic intervention.

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