This PPT Template demonstrates your organization’s customer-centric approach through the help of a pyramid. Get the opportunity to highlight business performance, customer-loyalty advocacy, customer experience, and customer culture through a color-blocking scheme. Get this slide if you want to focus on corporate finances, increase customer satisfaction, and increase your market responsiveness index. One of the world’s leading biotechnology companies, Amgen is committed to discovering, developing, and delivering innovative therapeutics for patients suffering from serious illnesses.

• This iterative process ensures that the product continues to meet the evolving needs of the customer, thereby driving customer satisfaction and loyalty.
• Customer-centric product management also involves regularly soliciting feedback from customers and using this feedback to improve the product.
• Or, they might invest in technology that allows customers to track their orders in real time.
• But it can sometimes lead to incremental improvements instead of industry-defining breakthroughs.
• By collecting and analyzing data, companies can develop a deep understanding of their customers’ wishes and needs.

When to create and enact a customer centric strategy

• When you serve millions of customers globally on a daily basis, it’s safe to say your brand has mass appeal.
• It involves understanding the customer’s journey, empowering your employees to deliver exceptional service, investing in the right technological tools, and constantly measuring and improving.
• This forms the foundation of great brand experiences that build ongoing customer relationships.
• For example, both sides are happy with a transactional relationship when ordering fast food or streaming a movie.
• Via the app, members have access to the same level of customization that is available instore, but the ability to bypass the line and pick up their drink at a scheduled time.

The ultimate goal of a customer-focused organization should be to align both the internal and external processes across the business and at every interaction. Actionable insights fueled by trusted data empower companies to create a bond with customers that is seen and felt. In the past few years, several companies have struggled to grasp customer desires, yet a few have emerged as leaders in delivering exceptional customer experiences. These customer-centric companies leverage consumer insights and design principles to provide seamless experiences that delight their customers at every turn. By doing so, they have created a loyal customer base with the power of the latest AI-powered tech that you need to learn and implement. Customer centricity touches all aspects of your business, from marketing and sales to product development and customer service.

These operational decisions can have a significant impact on the customer experience, and therefore, on the success of the business. In the context of product management, customer centricity involves designing and developing products that meet the needs and desires of the customer. This requires a deep understanding of the customer’s needs, preferences, and behaviors, as well as the ability to translate this understanding into product features and benefits. All teams need to recognize the impact of first impressions during the awareness and consideration phases. When customers are at the beginning of their journey, it’s critical to ensure marketing hits the mark and doesn’t alienate customers.

See how XM for Customer Experience works

To truly be the best, you have to keep an eye on what your competition is doing. And as prices rise across sectors, you can expect more customers to explore those options. Their “Start Where You Are” campaign features runners at all stages of their athletic journey, with a variety of backgrounds and body types.

Zappos – A Customer Service Company that Sells Shoes

McDonald’s is a QSR chain that has continued to prioritize customer experience by introducing new iconic menu items to a new generation. The company is set to launch the highly anticipated Chicken Big Mac in U.S. restaurants. The Chicken Big Mac has already been introduced in various international markets, generating excitement among U.S. fans. McDonald’s is leveraging social media and influencer marketing, featuring internet star Kai Cenat to livestream reactions from fans trying the new sandwich to easily reach the customers. While customer centricity builds loyalty, a data breach can instantly undermine that strategy with even the most loyal customers. Legacy technologies, siloed data, and manual processes make securing data and protecting privacy much more expensive and risky.

By offering a more comprehensive selection of products, HUBO plans to expand into a much larger marketplace. Hubo is a great example of a customer experience strategy centered around product data. Whether you’re customer centricity examples a product manager, an operations manager, or a business leader, understanding and implementing a customer-centric approach can be a key factor in your success.

Product Discovery Micro-Certification (PDC)

Another example is Apple, which has built its brand around the idea of creating products that are not only innovative and high-quality, but also intuitive and easy to use. Apple’s customer-centric approach extends to its retail stores, where customers can try out products, receive technical support, and attend workshops and events. Customer centricity is crucial for businesses in today’s competitive marketplace.

While implementing a customer-centric approach can bring many benefits, it can also present challenges. For example, it can be difficult to shift the mindset of the organization, particularly if the business has traditionally been product-centric or sales-centric. Moreover, implementing a customer-centric approach can require significant changes to systems and processes, which can be disruptive and costly. It is a holistic approach that considers every interaction the customer has with the business, from the first point of contact to the final purchase and beyond.

Putting the customer at the center of the business involves inward reflection, incorporates change management, and requires executive-level buy-in and sponsorship. Companies need to develop a deeper understanding of their customers and use data to comprehend their actions. By gaining visibility into the customer lifecycle, companies can understand each customer at a deeper level and serve them better with convenience, personalization, and relevant experiences. Lowe’s has announced significant holiday savings for customers and members, introducing a range of must-have gifts and expanded seasonal decor options. The retailer is focused on making holiday shopping more accessible with discounts on popular items, including tools, appliances, and home improvement products. Additionally, Lowe’s is enhancing its seasonal decor offerings to help customers create festive environments in their homes.

Get this template to highlight the agenda of your organization’s customer centricity. In conclusion, customer centricity is a powerful business strategy that can drive customer satisfaction, loyalty, and business growth. It involves putting the customer at the center of all business decisions, from product management to operations to marketing.

best practices for building a customer-centric company

Instead of focusing solely on selling products or services, you prioritize understanding your customer’s needs, wants, and pain points. This will be the core of your business, from product development and marketing to sales and customer service. As you build out your product and services roadmaps, Alation gives you the ability to access real-time data from internal and external sources. We deliver a single location for discoverable, trusted data so customer teams can easily identify new partnerships or market segments. In the data catalog, an omnichannel view of customers enables analysts to discover holistic insights across the customer journey and build personalized products that build deeper connections with customers. Internally, Spark was able to democratize data, creating a single source of customer data by integrating Microsoft Azure, Snowflake, and Alation’s data catalog.

Understanding Customer Centricity: Definition and Examples

Moving toward a customer-centric culture means thinking about the customer before you think of your business. While none of these objectives are bad, it’s a case of starting with “we” and ending with “customer” when thinking about strategy. Some examples and case studies of Customer Centricity may give you a better understanding of what we are talking about. They can choose to walk away or they can choose to stay and become advocates for your brand.

This approach wastes valuable time, money and mindshare because the message most likely misses the target the majority of the time. They make it easy to do business with them, they communicate with you via your preferred method, and they may even present offers at the exact time you plan to purchase. In the Marie Kondo era of cleaning out, tidying up, and simplifying, how often do you stick with brands that fail to spark joy? Consumers today have an easy path to walk away from brands they love, and they are not afraid to do so. In fact, according PWC, one in three customers will leave a brand they love, after one bad experience. This PPT Template highlights the customer-focused corporate strategy and retention loyalty business results.