Business, like life, can be messy. A one-size-fits-all approach to your customer-centricity solutions in today’s fast-paced and demanding business environment no longer works. The methods companies use to observe, understand and delight its customers ideally should be moving as fast as they are.
Highly adaptable strategies are not easy to implement, particularly in established companies. Integration can be tough as there are so many functions or departments with their own tried-and-tested processes. Attempting to implement customer-centricity solutions that offer increased flexibility and that streamline activities across various department means understanding who your business is targeting.
The hard-to-please customer
Research conducted by Business2Community (www.business2community.com) suggests that understanding the “millennials”, those born between 1980 and 2010, is a crucial step in exploring the mind-set of present day consumers. For those of us who grew up in a time when no one complained about bad service (because complaining made us feel guilty and impolite), the millennials can be hard to grasp.
But these millennials make up one third of the world’s population. They are the first generation of consumers who have grown up with a proliferation of technology and, as a result, have developed a unique set of values and characteristics.
Optimistic and confident, millennials feel entitled to “the good life”. They expect ease, speed and convenience; they are tech savvy and see the world as a community of peers. Impatient, demanding, disloyal – these millennials signify your most hard-to-please customer! They are also your biggest spenders and their loyalty can determine the longevity of your business.
How well a business can adapt customer-centricity solutions to meet the demands of this growing market segment will, ultimately, dictate how flexible it is to respond and adapt to the changing needs of its buyers. In fact, there are industry viewpoints that reveal that, because of the technological explosion, this millennial mind-set is less of a generational quality but more of growing worldwide attitude.
Four cornerstone questions for building customer-centricity solutions
In tailor-making customer-centricity solutions that put the customer as proverbial king into the business equation, you need to be ask how your company is tackling these questions:
1. How important is the customer experience to your bottom line? 2. Are you designing and measuring your customers experience from prospect (even pre-prospect) through buying, and post sales stages? 3. Is your sales process part of your customer experience design? 4. When last did you revise your insight development process?
Constant revision of these four questions is needed when building customer-centricity solutions. Organisational consistency balanced with adaptability to the customers’ needs depends on well-thought out customer-centricity solutions.
Using Eyerys survey software in customer-centricity solutions
Increasing flexibility and responsiveness in your businesses will ultimately give you the competitive advantage and may even help you to increase new products and services along the way. We help companies to get feedback from their customers, interpret that feedback and understand how to translate that the insights into business process optimisation. Our survey software is designed to be customised and tailored to meet the specific requirements of both B2C and B2C customer-centricity solutions.
Added value too, as the shift from customer service to customer experience management takes centre stage, clearly demonstrates, and will also ultimately prove, your company’s commitment in offering more than just good service. Making the effort to deliver more than what is standard or expected will always gear you up for success, so centralise this into your customer centricity solutions.