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What is the Customer Centric strategy?

Taking into account the opinion of your customers will be one of the aspects that will help you separate your business from failure. Have you heard about customer centricity? Would you like to know what it is all about? Read on and get ready to find out everything you need to know!

Customer centric: what is it?

Customer centric refers to a business strategy used by organizations in which they focus on the customer or user when carrying out a process or action.

In this sense, it is a strategy whose main objective is to offer a positive customer experience, while the business manages to generate profits and offer a competitive advantage in the market in which it operates.

It is understood that by giving certain relevance to customers, the aim is to provide solutions based on their needs and behaviors, as well as to enhance a long-term relationship between both parties.

However, this business approach is based on three basic pillars:

Customer journey

These are all the phases through which a consumer goes from the moment he/she identifies that he/she has a need, until he/she acquires a product or service to satisfy that need.

Customer experience

As its name suggests, it refers to the consumer experience in relation to a business, i.e. the impression that customers have of brands as a whole, which applies throughout the purchasing process.

Customer value

In this case, we are talking about an aspect as simple as the customer’s evaluation of some action that is involved with a company; usually it is usually a purchase and the satisfaction generated by that action in relation to the cost involved.


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How to implement a customer centric strategy?

Now that you know what a customer centric strategy means, would you like to apply it in your company? Here are three key steps to follow so that your action plan can prioritize your customers’ opinions:

Segment your audience

Not all customers are the same, therefore, segmenting the different types of customers that engage with your business will be fundamental to understand where you should make a greater commercial effort.

In addition, segmenting your customers according to their characteristics and required parameters will allow you to offer a service or product that adapts and responds to their needs.

Don’t forget to listen

Something as simple as listening is a fundamental element to be able to implement a customer centric. Active listening will allow you to maintain a fluid and efficient communication between the company and its customers.

A company that listens to its audience is a company that is more likely to resolve any issues that arise.

For listening to be successful, you must remember that we live in a digital era, where communication through social networks and the Internet in general must be done in the best way.

Analyze your customer journey

Taking into account that the customer journey shows the complete process that involves a customer at the moment of having and satisfying a need, making a deep analysis of how the step by step can be carried out will help you understand how each phase can be done in the simplest and best possible way.

In short, your strategy should focus its actions on ensuring that the acquisition of a product or service meets your customers’ expectations and improves their performance on a daily basis.


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What are the advantages of customer centric?

There is no doubt that customers currently represent the most valuable asset for companies, so developing a customer centric strategy will offer you advantages such as:

  • You are more likely to retain your customers in the long term.

  • Word-of-mouth recommendation will be guaranteed, which increases your chances of becoming known in the market.

  • Sometimes, customers themselves become your brand ambassadors.

  • Contribute to an improvement in your business reputation

  • Increases the possibility of positioning yourself in the minds of consumers

  • Helps you stand out from the competition

  • Allows you to differentiate between types of customers and recognize the importance of each of them


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Have you been able to really identify the needs of your customers? Do you know what they value most today? If you want to get more information related to the business movement in Spain, do not hesitate to enter our blog: TAS Consultancy and discover all the articles and tips we have created for you.


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