Without any doubt, it is the customer which can make or mar your brand. This is why customer experience is important. Every customer wants a great experience when purchasing a product or service from your brand.
But the problem is how to create a customer-centric brand. Despite so many marketers, some marketers have no idea of how to create a customer-centric brand. Dealing with thousands of customers at the same time is not easy and requires great effort and dedication. A customer centric brand can also help in SEO and digital marketing.
According to the research, it is revealed that nearly 30% of consumers switch to a competitor if a brand takes too much time to respond to questions or feedback. Consequently, we have come up with a post dedicated to helping businesses go customer-centric.
Here are the tips to make your brand customer-centric.
Customer-Centric Brand
A customer-centric brand puts the customer at the forefront of every decision. Whether you are taking a new initiative, making an improvement, or changing, customer experience should form the starting point of it.
You can get to know a lot about your customer through surveys, social listening, or analyzing the data given by your customer. The key focus of every brand should be to keep its customers happy.
The research says that nearly 77% of customers are likely to increase their spending with the brands they feel connected to. Developing relationships with your customer is a great way to distinguish your brand.
Tips To Become A Customer-Centric Brand
With the rise in competition, it is more than essential for the brands to distinguish themselves from their brand. Fortunately, you can do so by considering your customers in every important decision.
No worries if you don’t know what needs to be done as we have got you covered. Here are the tips to make your brand a customer-centric one.
Be competitive
The first step towards being a customer-centric brand is to be competitive. But for this, you need to measure and take into account your competition. Consequently, to make your brand customer-centric, you need to have competitive intelligence.
Keep an eye on social monitoring, listening, and tracking your wins against the competition to know what your prospects feel about them. Make sure to get these insights from various social media platforms regularly.
Seek customer feedback
The next important thing which you should never miss is seeking customer feedback regarding the products or services you are offering. It is important to communicate with your customers regularly to create a great customer-centric brand.
There are tremendous options for you to get customer feedback such as via chat, email, phone calls, in-app messages, messenger, and other such tools. Likewise, various social media channels can be used to communicate with your customers.
Consequently, make sure you collect customer feedback so that you can use it to make improvements in your products or services.
Conduct surveys
Conducting surveys can also help you a lot in becoming a customer-centric brand. Doing so will help you to keep track of your performance and get insights into your valuable customers. While conducting the surveys, make sure to include relevant questions and to keep it simple and short.
The survey should be such that it should not consume much time of your customers. The survey will help you to provide avenues for great feedback.
Respond timely
The next key thing to bear in mind to make your brand customer-centric is to respond to your customers timely. Most customers expect to get a response from a brand within 24 hours on social media platforms.
But usually, most brands find it difficult to respond at such a good pace. If you are also facing this problem, then the best alternative is to use tools to manage your inbox and respond to customers on time.
Besides this, you also have another option of creating canned responses for frequently asked questions or concerns.
Be easily accessible
The biggest concern of customers regarding the brands is how to contact customer support. Due to the financial expenses of servicing customers, most brands shirk from providing support to them.
This hampers your customer service and earns you a bad reputation. Thankfully, you can make your brand customer-centric by displaying a “Contact Us” page which is easily accessible and highly visible.
Understand your customer
The most important thing which you need to take note of when making your brand customer-centric is understanding your customer. Understanding your customer has become a lot easier now than before.
With plenty of social data available, you can get instant access to your customers like their opinions and needs. Consequently, go through the customer data carefully to understand and learn what your customer feels about you.
Anticipate customer needs
Anticipating your customer needs also goes a long way in making you a customer-centric brand. Most customers can easily let you know what they need at present but when it comes to the future, they lack the know-how of it.
Consequently, such customers are on the lookout for such companies that can anticipate their needs and provide them with helpful suggestions accordingly.
Final Thoughts
Implementing the above-mentioned tips is a great way to encourage customer loyalty. Follow the tips stated above to make your brand customer-centric as the customer is king and should be valued at all costs.