Many of you know that customer centricity is essential today. You must put the customer clearly at the heart of your business.
But I also know that many of you struggle because you just don’t know where to start. Am I right? Then this article is for you.
This week I give you ten simple actions to accelerate your organisation along its path to an improved customer-first strategy.
#1 Review & revise the description of your target audience
Do all your brands have a clear description of their target audience? These days we tend to speak about personas.
Is it as complete as it should be?
Include not only your customers’ demographics and consumption / purchasing habits but also information about where they do these things, what values they have that you can tap into and what emotions motivate them to purchase and use your brand.
#2 Assess the optimum way of connecting with your customers
Do you know the best way to contact your target customers, as well as their preferred place and time to connect?
Review how you communicate with your customer and what information exchange there is at that time. Is it one-way or two? Are you in a monologue or a dialogue?
Obviously the second is what it should be. You can learn far more about your customers when they are ready to share their information with you.
#3 Identify the needs your brand is addressing
Do you know what needs your customer has and which of them you are tapping into?
They certainly have more than one need, but you must identify and address only one.
If you attempt to address more than one and especially if they are not sequential, your customer may be getting confused.
Mixed brand messages on what the brand can do for them will leave them perplexed. This will, in turn, reduce the likelihood that they will be convinced your offer can meet their objectives.
Knowing where your brand sits on Maslow’s hierarchy of needs has one additional benefit. It can increase the success of regional and global launches by identifying cultures with similar levels of a specific need.
#4 Make your customer everyone’s responsibility
Is customer care only on the objectives of one or two departments in your organisation? Perhaps it’s only for the care centre employees or merchandisers to do.
It should, in fact, be on everyone’s annual objectives to watch, listen and engage with your customers regularly. This will help them to understand how their work fits into the company’s objective to satisfy and delight them.
Every employee has a role to play in customer centricity and connecting with the customers on a frequent basis and sharing experiences will ensure that they understand this.
#5 Plan for the unthinkable
Do you know where your business is going? Do you know what might happen in the future and what you would do in each situation? How would you react to new laws, new customer demands, and their new sensitivities such as ecology, sourcing or ingredients?
It is better to plan for such events before they happen so that you can quickly Go to the full article.
Source:: Business 2 Community