Digital Marketing

Customer Centric Marketing: What It Is and How It Works

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By Anna Ribas, on 14 December 2022

Customer centricity and customer centric marketing are strategies where the focus is on the customer. A company following this model will always make decisions by thinking about the impact they will have on its customers.

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Customer Centric Marketing

What Is Customer Centric Marketing?

Customer centric marketing is an approach that focuses on addressing the customer’s wants and needs. The main objective is offering positive experiences in order to achieve customer loyalty and satisfaction. How can you determine what exactly your customers want and need? Data is incredibly useful here, as are common sense and your knowledge of your buyer persona.

Increased customer centricity emerged in response to what customers have come to expect, which is more personalization and attention.

Customer Centricity in Marketing and Sales

When you carry out a customer centric marketing strategy, what you usually do is to offer people valuable content even after they have already made a purchase. You also listen to their comments and suggestions, by asking them to give their opinion in a survey

Another key part of customer centricity is being accessible. This means that if a customer wants to contact a company, it must be available and facilitate communication as much as possible.

In addition, sales should be customer-centric. It should be adapted (as much as possible) to the customer's needs rather than just to those of the company.

Tips for Applying Customer Centricity at Your Company

To apply customer centricity in a company, it is important to take into account the following points:

  • Anticipate: try to anticipate customer needs and try to discover what they will want in the near future in order to be able to offer it to them.

  • Collect customer information: to know and understand your customer, communication with them must be regular. This can be done through chat, email, social networks, or SMS.

  • Be accessible: the customer should be able to contact the company at any time without too much difficulty. Providing a phone number and email or indicating the channels through which the customer can contact the company is essential.

  • Schedule events: plan events where you can meet customers and establish closer personal relationships.

  • Provide great customer service: the customer must feel accompanied before, during, and after the purchase to ensure the process is smooth and efficient.

  • Customer loyalty: always try to keep the customer coming back, rather than just making a single purchase. Communication with the customer should not be lost once a purchase has been made.

These are the keys to a successful customer centric marketing strategy. Put the focus on the customer and increase your sales!

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Anna Ribas