If you decide to change from customer focus to customer centricity, then be sure to set as one of your goals focusing on people’s impressions of interaction with your product. This will significantly increase CLV: research shows that eight out of ten buyers are willing to pay more if the level of service is higher.
Ikea has launched a loyalty program called "Ikea Family". It is designed for those people who want to furnish their home and make it more comfortable:
Project participants receive discounts when purchasing goods.
They are offered hot drinks every time they visit the store.
Loyalty program rcs database participants are invited to various events and seminars.
Download a useful document on the topic:
Checklist: How to Achieve Your Goals in Negotiations with Clients
Step 7: Add Personalization
Another example of a customer-centric company is Slack. When launching an advertising campaign, it used word of mouth and signed up 8,000 people on the first day. According to Wes Brummett, Slack believes that every interaction with a customer is a great marketing opportunity. Therefore:
Even their customer support seems more human: notifications to consumers are filled with a warm and slightly humorous tone.
Interaction with clients is built on the active use of Twitter, which naturally increases the number of views on the site.
Consumer personalization
Step 8: Talk about your most valuable customers
Customers are just ordinary people who want to feel important and see that they play an important role in shaping your brand, so be sure to mention them on your website or in your marketing campaign.
Attract other consumers who will also be valuable to you. They will watch a video about someone who has used your product or service and want to be in their shoes to become part of the brand.
Introduce talking points: Record a podcast and invite your clients to come over – they’ll be sure to tell their friends about it.
Study use cases: What better way to show how a product works than to hear from a specific consumer about how they used it? This will encourage many to try your product too.
Show reaction: publish customer reviews, not only on your website but also where they interact with the brand, such as in videos. Potential customers will definitely pay attention.
Step 9: Interact with customers
Well, one more step – encourage people to contact you specifically and get to know this brand better. You should show that you care about each person, and the best way to do this is on social networks. Clients will be able to tell their friends about this contact – what’s not advertising, and it’s completely free.
Communicate on social networks: Iscord is a good example – it constantly communicates with clients, jokes, and takes initiative in important issues.
Watch video reviews made by consumers: organizing this feedback does not require spending money and time, and it also demonstrates the use of your product. Don't forget to thank the author of the post in the comments.
Always try to respond to reviews: this way you will show that you are interested in the opinions of your customers. There are appropriate platforms for posting responses.
Many years of experience show that quality service is one of the most important factors that can influence a client's decision to stay with you for a long time, if not forever. Do not forget that new methods will not give good results if they are used by people accustomed to working in the old way. It is very important when building a consumer-oriented strategy to convey this topic to the company's staff and conduct training.
What is meant by the term customer-centricity today? For a global brand, this is a prerequisite for its existence and prosperity. Therefore, a development strategy focused on satisfying the client's needs, solving his problems and requiring the restructuring of all business processes is the only way to be out of competition in the era of rapidly developing technologies.