Why customer centricity is the key to success

When you think about what makes a successful company, what is the first thing that comes to mind? Is it the charismatic boss, or the big building? Is it the desire of new graduates to work there? No, it’s how well the product or service meets your needs. Businesses that fail to meet the needs of the customer don’t stay in business. But, what does customer centricity look like?

Customer service: it’s more than just a smiling face

Great customer service is far more than just a pleasant demeanor behind the counter. You can be the most pleasant person, but if the customer has been waiting two hours longer than promised for a service, that is not considered good service. Being organized, knowledgeable, and setting reasonable expectations with customers is far more important.

Is your business changing with your customer?

Putting your customer front and center means changing with them. Be sure your company is changing with the times. Customers want the best, and they will pay with their pocketbooks.

Don’t change too much

If you have a product or service that is the core of your business, think long and hard before changing that. That is why your customers choose you over the competition. Customers notice changes, and when done poorly, they can backfire. If you make business changes to save money, how will the customer respond?

What is the competition doing?

Keep your finger on the pulse of the competition. If you fail to do this you may lose your customers to them. If your competition starts making business changes, keep an eye out to see if they are successful. If they are, consider re-vamping your business as well. Basically, learn from the competition’s success or failure.

Customer centricity is complex, but it is the key to your success. It can be easy to fixate on the numbers, making and saving money. However, it is vital to understand that a small sacrifice to keep a customer happy pays far better long-term dividends.

To learn more ways to enhance customer centricity, attend the 11th Digital Pharma East conference, taking place October 3-6, 2017 at the Pennsylvania Convention Center in Philadelphia, PA. Join over 800 life science leaders who are improving customer centricity and patient outcomes through digital health and transformative initiatives. To learn more about this event please download the brochure or visit the website. Click here to register and be sure to mention Priority Code C856BLOG.

http://digitalblog.exlpharma.com/wp-content/plugins/sociofluid/images/digg_32.png http://digitalblog.exlpharma.com/wp-content/plugins/sociofluid/images/stumbleupon_32.png http://digitalblog.exlpharma.com/wp-content/plugins/sociofluid/images/delicious_32.png http://digitalblog.exlpharma.com/wp-content/plugins/sociofluid/images/myspace_32.png http://digitalblog.exlpharma.com/wp-content/plugins/sociofluid/images/facebook_32.png http://digitalblog.exlpharma.com/wp-content/plugins/sociofluid/images/twitter_32.png

Leave a Reply