Many B2B companies are continually searching for new ways to become more customer-centric in today’s competitive world. In fact, a recent study from Deloitte and Touche revealed that customer-centric companies are up to 60% more profitable than competitors. However, developing a genuinely customer-centric culture is a bit challenging and requires building a comprehensive lead generation and digital marketing strategy with buy-in from every department in your organization.
What Is a Customer-Centric Strategy
A customer-centric strategy is a lead generation approach that focuses on providing a positive customer experience in order to drive profit and revenue. The goal of a customer-centric strategy is to prioritize the customer experience. It goes beyond any customer interaction and must include the whole scope of a customer’s journey with your brand. A well-designed customer-centric strategy also reviews the necessary steps before, during, and after a product or service is purchased. Building a customer-centric strategy is the best way to make your lead generation and digital marketing strategies more effective in 2022.
Five Ways to Develop a Customer-Centric Strategy for Your Business
To build an effective customer-centric strategy, B2B companies should take these five actions:
- Collect Customer Feedback and Testimonials
Listening to customer feedback can help your company understand your customers’ needs and how they change over time. To do this, start by creating engaging surveys to share after important interactions. You can ask a wide range of questions to help your brand define what customer-centric means for your target audience. Asking them to write testimonials is also an effective tool that you can incorporate into your customer-centric strategy.
- Hire Employees with the Right Mindset
A customer-centric team should recognize how to put customer needs first and exemplify the behaviors that genuinely help customers. During your interview process, ask at least one question that enables you to know the applicant’s customer orientation. Some employees seem to have a customer-centric mindset built into how they think. When hiring employees with the right mindset, B2B companies can create an effective customer-centric strategy that attracts potential customers.
- Provide a Proactive Customer Service
One of the best ways to differentiate your business from its competitors is to offer your customers with added value that extends beyond the point of purchase. This shows that you’re really invested in making a delightful customer experience and will go above and beyond to deliver it to them. Having proactive customer service enables your customers to have the resources they need to solve their problems on their own. This way they can also avoid waiting on hold for your customer service team.
- Create an Onboarding Process
If you want to create a customer-centric strategy, your team can’t abandon customers after they make a sale. Instead, make sure your customers get the most from your product or services. One of the best customer-centric methods for optimizing your service’s value is setting up a detailed onboarding process. An onboarding process presents your products or services to the customer and explains how to use them to fulfill their specific needs. Each customer’s needs will be unique, so your team should personalize this process to guarantee every customer is properly set up for success.
- Gather Insights from Social Networks
Social media offers many benefits, and its greatest strength is the unrestricted freedom it offers people to express their thoughts and opinions. Customer observation in social media is essential for creating solutions that go beyond the expectations of the customers. The ability to recognize their customers’ viewpoints and understand how to give excellent customer service to attract more satisfied consumers is the finest way for companies to acquire a competitive advantage over others.
Building a customer-centric strategy requires the participation of everyone in your organization. Everyone in your company should believe in putting the customer first. It is always a solution where everyone benefits when you use a customer-centric strategy to transform your B2B company since it develops both the relationship you have with your clients and your ability to generate more sales.
Do you want to boost your customer-centric strategy? Markable Solutions can help you with that. We provide B2B lead generation services that can help your brand provide a customer-centric approach that can attract your target audience effectively. Interested? Talk to us now!