Approach in the Digital Era. By Amanda Bodibe 12 Dec 2022

Leveraging Technology to truly understand the essence of your customers and deliver personalised experiences.

In a world where technology is constantly evolving and customer expectations and needs are continuously changing, uncertainty is a constant component of the business environment. Today’s customers are more informed and sophisticated than ever before. There is a wide variety of options they can choose from, and more brands in the market competing for their attention, which makes it harder for businesses to stay competitive. On the other hand, technology has given businesses the power to unlock hidden opportunities by leveraging the latest technologies. For example, Big Data analytics, AI, and machine learning are tools among many that businesses can use to deepen their customer insights and understand the essence of their customers to drive a culture of customer-centricity in their businesses.

Understanding customer centricity

A customer-centric business model focuses on putting the customer first in every facet of the company and, intentionally, building brand loyalty over time. In addition, customer-centricity is more than just implementing excellent customer service techniques, it is therefore about understanding what customers truly want. This includes; their pain points, needs, motivations, and values. By knowing your customer's journey, you will be able to anticipate their needs and desires to develop products that deliver their objectives. As a result, you will be able to communicate in a way that resonates with them and build long-lasting relationships with them.

Customers want more! Why you need to implement a customer-centric culture?

Companies need to attune to the fact that customers' expectations reach far beyond the functionality of what the products and services deliver. They want experiences and memories to create with your brand. They also want to support brands that value them and understand them better, hence customer expectations are forever evolving, making it harder for businesses to keep up. Having a customer-centric culture not only benefits customers, but it also helps businesses to increase customer satisfaction and loyalty, which in turn reduces marketing costs for acquiring new customers since customers will share their good experiences with their associates. This extends to the reasons why companies need to implement a customer-centric culture in their business models. Companies should also realize that this is not a race but a journey. There will always be changes in customers' expectations and needs, and businesses should always be on the lookout for these changes.

Leveraging Technology to achieve a customer-centric culture

The first step to building a customer-centric organisation is looking at your customer data. This can be found in different data points such as CRM systems (Customer Relationship Management), websites, customer reviews, mobile applications, surveys, social media and alternatively building a customer digital tool that will help you gain insights into customer behavior. While this amount of data is readily available, it needs to be properly analysed and interpreted to give meaningful insights that will help you make intelligent and informed business decisions. With insights into your customer data, you can gain a deeper understanding of your customer's buying patterns, and behaviors, and segment them based on their common characteristics and needs. Furthermore, this will enable you to rethink your marketing strategies, position your messaging, and make adjustments to your production levels. In addition, customer insights provide you with a 360-degree view of your business, forecast your future sales, and produce items that are in demand at the right time, for the right customers.

The benefits of adopting a customer-centric culture

Having a customer-centric culture is one of the most rewarding aspects of any business. When you understand your customers better, it becomes easy to satisfy their needs and for them to stay loyal to your brand. A customer-centric culture not only improves customer satisfaction, but it makes the entire journey of customers smooth and responsive. Whenever they think of a product category, your brand will come to mind as the first brand they think of. Moreover, it also allows you to provide unique and humanized experiences for your customers, which will help you gain a competitive edge and ultimately increase your market share.

Businesses should embrace Technology

The world is uncertain, and technology remains the biggest agitator in the business world. Businesses that integrate technology into their processes are seeing massive results in customer retention and growth. Advancements in technology are also endless, making it difficult to choose the right technology for your business to serve your customers better. The most effective way is to look into the current challenges that the business is facing and align them with the challenges being faced by customers. To achieve this, you must look into your data and get a sense of where your business is heading to adopt a customer-centric culture successfully. Leveraging data analytics will not only help you understand your customers, but it will provide you with a holistic view of your business, which will enable you to optimize existing processes, redesign your business strategies to meet the needs of your customers, identify untapped opportunities, and equip your business to be flexible in responding to market changes.