Becoming a Customer-Centric Business

By Scott McLaren - CMO Jan 5, 2017 10:00:00 AM

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Customers are the lifeblood of your business. Here are a few tips you can use to make sure you’re giving them the attention they deserve.

Today’s consumers are bombarded with options, so you have to set your business apart in unique ways to get their attention and gain their confidence. What better way to do this than by making your customers the key to everything you do? After all, your customers are the center of your business. (You’d be surprised at how many retailers completely miss this fact.)

So, how can you shift your efforts to ensure customers see they’re the most important part of your business? Here are a few places to start.

  1. Use data to your advantage.
    You gather customer data daily, from your email marketing open rate to the number of rings at the cash register. Maybe there’s a pattern with customers snatching up a certain brand, or maybe you’ve developed lousy margins on annual year-end sales. Leverage this information to figure out what your customers really want.

  2. Lead by example.
    Shifting your efforts toward a more customer-centric culture is about more than just setting up guidelines for customer interactions. It starts at the top. Lead by example to show employees that a customer-centric business model should be a way of life at your company, rather than just a new set of rules for your team.

  3. Create a comprehensive loyalty program.
    Not rewarding your best customers? Now is the time. A loyalty program can be a make or break factor in creating lifelong customer relationships, because it truly shows how much (or little!) you value repeat business. With every interaction, show your customers they made the right choice by incentivizing them toward additional purchases.

  4. Show you’re real people.
    Focusing your customer strategy too much on data can turn a business into a building full of robots. While data is great, don’t forget to keep it real. Each time your sales team interacts with customers, encourage them to build a personal relationship. Remind them to recall the little details that make customers feel like they’re visiting old friends every time they stop by.

Want to know more ways you can optimize customer relationships? Check out these tips on building a CRM strategy!

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