Customer Centricity : The Right Thing

Satisfied customers can be the best advocates, which is why customers’ needs should be satisfied every time.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

Customer service is the most important aspect of any business. Without an adequate relationship with its consumer base, a company is at an enormous disadvantage.

The consumer experience in a service encounter is absolutely critical to the prolonged success of an organisation. Driggs (2008) explains that through the delivery of a superior service, a company can create a sustainable competitive advantage, and as a result, establish the roots of customer loyalty. Such loyalty is the direct outcome of personal interactions between employees and customers (Hennig-Thurau et al. 2002).

The new model is customer lifetime value. This customer -centric strategy holds tremendous implications for managing customers for profitability. By understanding the principals, optimizing the use of databases, implementing best industry practices, and deploying the right marketing tools, you can make significant changes that will maximize your

This report based on the study of “Customer Value Marketing” starts with introduction section. We have mentioned the contents of the study in objectives of the report section.

So what does this mean? From the first phone call to our last interaction with the customer we want them to feel as this has been the best experience possible. It begins with our face of the company. That could be a greeter at the front door, or our team member answering a phone call. At that initial point of contact it is our goal to invite the customer in to a friendly, knowledgeable, and accommodating atmosphere. Secondly, we want all internal customers to assist our external customers with any help or guidance they need without making them feel as if they have inconvenienced us. Listening to our customers will help improve the customer experience and lead to quicker solutions. Finally, we want our customers to not only come back, but to promote our business through word of mouth. That is where we will gain our economic advantage. It’s 5 times harder to get a new client than it is to get repeat business from an existing client (Sivers).We need to utilize all aspects of customer service to not only retain the customers we do have but also to create an experience that invites new customers to our store.

Customer Centrics offer high-quality products with exceptional customer service at lower prices than Pioneers but higher prices than either Fast Followers or Cost Leaders. Customer Centrics target narrow segments in order to develop close relationships with customers while providing high-quality products. They place a high emphasis on understanding their customers.

The customer-centric approach is pervasive present in the organization and well-distributed on all hierarchies what obviously makes the difference and competitive value. (see also Exhibit B)

In addition, listening to customers can result in increased quality and product innovation. Organizations need to heed what their customers are saying about their products and/or services because, as I said in the beginning there would be no business without customers. Customer centered excellence is a way of building a competitive advantage and growing your market share.

The customer experience is a competitive battleground and your company’s fate is tied to it.

We realize that customers are really important. Our expectations that customers are satisfied with our

The first key to success is to operate different than competitors in our area. We need to stand out and treat our customers as they are our one and only client. We want them to feel like they matter to us and that we treat our clients differently than any other company. We want them to feel like they made the right decision in trusting us with their important business matters and to continue to trust us for years to come.

It’s essential that companies or businesses today listen to their customers. No company or business today can afford to disregard the importance of customer satisfaction and loyalty. Aren’t they the same thing? No, they are absolutely not and they are enormously

It would have been good if this fundamental vision was in place right at the very beginning of the company’s formation. In the end it is the customers that make the company, so it makes sense to work towards satisfying this customer relationship. To become profitable and achieve market share are secondary objective that can be measured on a annual basis and overall company well being targets can be rewarded with incentives that link into the company’s performance as opposed to individual contribution to the company’s success.