Businesses today have realized (and rightly so) to emphasize devising strategies that revolve around their customers. In other words, putting customers and their interests first is a way forward for companies in this digital age.
There was a time when marketing used to be a one way communication and businesses were dictating the terms. Today, however, it is customer who is firmly sitting in the driving seat and making informed decisions regarding what to purchase and whom to engage with. Part of the reason for this unprecedented age of customer is technology-driven change along with an explosion of open and online engagement. Companies are now constantly being scrutinized by consumers in order to ensure not just better quality of products or services, but better experience as well. Suffice it to say, the balance of power has comprehensively shifted toward customers.
Customer centricity, therefore, has become the central focus of any company. It’s a way of doing business that provides a positive customer experience before and after the sale with a clear vision, exceptional strategy, and powerful execution. It includes offering greater personalization, better communication, nurturing relationships, and high-valued connected experiences across channels.Read More