Customer Centric Strategy

Leadership??needs to drive customer centric mindset & culture in organization, to enhance Customer experience as a valuable way to differentiate themselves from competition reflected in market share, volumes, and repeat sales enables sustainability. Customer centric strategy is a business strategy on Customer first perspective, provides positive experience & build long term relationships. ?Leadership needs to drive Customer as core of business to align organization, resources, decision making & strategy. Every Customer is unique and Strategy needs to focus on personalized experience for sustainable engagement and connect.

Leadership needs to drive Customer Centric Strategy some of emerging perspectives for:

Customer first perspective

Drive Customer Value & Design thinking culture in designing products, services & business models putting customer first perspective, listen to customer and anticipates what customer needs. Lead Data analytics for data driven decision on Customer changing patterns & trends, changing behaviors, capturing needs through demographics, gender & age, drive design development for sustained customer value providing enhanced benefits & right price.

Customer Experience & Lifetime Value

Drive Measurement of Customer experience through Customer Satisfaction index, Customer loyalty programs, repeat sales, referral programs, Service index & enhanced engagement through regular feedbacks. Develop mechanism of measurement of Customer Lifetime value by capturing customer data of sales, services, referrals & cost of acquisition from date of purchase till Customer is engaged. Measure unique value for customers in the organization with a strategic focus on Markets, Customers, Channels, Products & services through data Analytics. Create a delightful customer buying & lifetime engagement experience with going beyond mindset & proactive customer service features.?

Customer Relationship

Drive Customer at the heart of organization build & nurture long term relationships with Customers. Drive shared vision by creating a purpose along with customers. Purpose led organizations have stronger customer relationships, customer loyalties results in more sales & revenues provides competitive advantage.?Purpose Lead organizations drives positive contribution to society, enhanced governance & all stakeholder engagement for inclusive growth enables sustainability.

Customer Centric Culture

Drive strong culture of what customer wants & creating organization to think from Customer’s perspective & needs. Develop Customer monitoring metrics across all functions, create synergies, allocate resources, drive customer centric strategy for competitive advantage & long-term sustainability. Aligning customer value proposition & create differentiation create customer depth alignment, innovating new products, services & business models resulting in enhanced customer experience. ?

Leadership needs to drive Customer Connect to retain customer for all times by creating customer excellence through sales, products, services by driving processes across organizational functions. Leadership should lead Customer Centric strategy & capturing voice of customer to provide a positive experience before & after sale enhancing customer connect leading to sustainable business performance.?