Customer-centric Habits that Drive CX Improvements

Studies suggest that customer-centric companies are 60% more profitable than non-customer-centric businesses. This demonstrates that putting the consumer at the core of your business brings you one step closer to success.

It sounds like learning how to be more customer-centric is a good idea. However, if you’re an established company with compartmentalized data, a lack of customer understanding, and a compensation system that promotes revenue generation over addressing customer requirements, you’ve got some work ahead of you.

Why should you strive to improve customer experience (CX)?

CX improvement process could have significant financial consequences. According to research by the Temkin Group, a small improvement in customer experience results in an average revenue boost of $823 million over three years for a company with $1 billion in annual revenues.

To help you lay a foundation of customer centricity for your business, we have come up with 5 customer-centric habits that will help you drive optimum business success.

1. Continuously listen to your customers

Listening to your customer is a great way to gather specific and real-time feedback. Customers actively and passively offer information to businesses. This information can be used to improve customer experience strategy and deliver success. To collect data, several firms employ enterprise feedback management techniques.

Listening to your clients has numerous advantages. But the most crucial aspect is the close bond you develop with them. Listening to consumers elicits information about their challenges and pain points that you must address. You’re also strengthening the trust bond, which is the most crucial aspect of any relationship.

2. Analyze customer data

Analyzing customer data helps to glean insights for better serving customers. It helps to understand your customer in a better way by asking questions like:

• Who are your customers?
• How do they prefer to engage?
• How do they shop
• What do they buy?

Analyzing the responses to these questions will help you get better insights into your customers’ needs and empower you to build better, more intelligent tools to serve and retain them. Better data security is also a key answer to help you understand how to improve customer experience for both new and existing customers.

3. Proactively anticipate customers’ demands

Organizations must dynamically examine business moments, also known as moments of truth, as well as the inherent possibilities inside the customer journey to be able to proactively anticipate consumer wants. It places people at the center of all action and enables customers to acquire what they need, when, and how they want it, even if they are unsure.

Identify proactive measures based on situational needs to create good CX. This can prove to be a good starting point to bolster your demand forecasting capabilities.

4. Leverage design thinking

Companies with successful CX have the expertise in design thinking and roll out their design thinking practices across their teams. In a variety of ways, design thinking aids in the creation of improved consumer experiences.

A design thinking approach can be applied throughout a digital CX transition to maximize the impact of every step that you take for driving improvements in your customer experience initiatives. It can help enterprise leadership answer questions about where to start and how to manage digital CX transformation projects.

Here are some considerations: 

• helping you understand your customer’s pain points and needs
• providing a framework for generating new innovative ideas
• assisting you in developing prototypes and testing viable solutions
• encouraging user feedback

5. Adapt to consumer requests and situations in real time  

Situational awareness about what’s going on with your consumers can allow you to be able to tweak your services and approach in real-time. This makes you an adaptable, agile organization that can assist its customers to fulfil their desired objectives.

Your business must be able to react fast to unforeseen circumstances, provide decision-makers with immediate insights into the condition of the business, and make real-time choices using real-time analytics, all while absorbing massive volumes of data “on the fly.”

Organizations that are situationally aware and use real-time analytics to understand what the customer’s goal is to shape the experience in real-time will be the industry leaders of the future.

In a Nutshell

Customer-focused businesses recognize that getting the correct information at the right time is critical to executing their strategy. This requires the analysis of relevant data to build customer value.

Customer-centricity is undeniably growing more significant in the business sector. Though you might face challenges in revamping your approach to go on this journey. However, you can always enlist the help of a professional expert to help you ease into the process. Partner with Maxicus, a leading industry player with nearly two decades of expertise in maximizing customer experience, to help you bring customer-centricity into your processes. What’s more, Maxicus leverages its in-house digital capabilities to ensure that your customers are delighted at every touchpoint and keep coming back to your brand for more.

So, are you ready to reap the benefits of a customer-centric business strategy?