How 'Customer Resilience' is at the core of Future Customer Centricity?

Businesses are always changing, and the way they focus on customers is changing too. It used to be about figuring out what customers wanted and making them happy. But now, things are different. Technology is changing fast, and so are customers. So what does it mean to be customer-focused today?

It is not just about making customers happy anymore. It's also about helping them be strong and bounce back when things get tough. Experts and studies say this is the new way of putting customers first. This article is a perspective at what this means for the future of businesses and how they can succeed.

Traditionally, companies that put customers first focused on making them happy. They tried to figure out what their customers wanted and needed, and then made their products, services, and even how their company worked, match those needs. The goal was to stand out from other companies and keep customers coming back for more. Let us take Zappos Family of Companies the online shoe store. They're famous for treating their customers like royalty! They offer 24/7 help, free shipping, and you can even return your shoes for a whole year if you don't like them.

But it's not just about the perks. Zappos' employees are encouraged to do whatever it takes to make customers happy. Why? Because Zappos knows that when their employees feel valued and happy, they'll go the extra mile to make sure you're happy too.

This focus on both customers and employees has made Zappos a shining example of a customer-focused company. People love shopping there, not just because of the shoes, but because they know they will be taken care of.

The basic ideas behind putting the customer first were:

• Know Your Customer: This means figuring out what customers like, what they want, and how they act. Companies do this by asking questions, doing surveys, and listening to what customers say.
• Make It Personal: Once companies know what their customers want, they try to make products, services, and messages that are just right for each person.
• Every Step Counts: It's not just about the product itself. Companies think about making every moment a customer has with them great – from the first time they visit a website to any help they need later on.
• Happy Customers Come Back: When customers have a good experience, they're more likely to buy again and tell their friends how great the company is.

The way businesses think about customers is changing as the world gets more complicated and unpredictable. It is not enough to just keep customers happy anymore. Now, companies need to help customers stay strong and keep going when things change unexpectedly. This means making sure customers can adjust to changes in the economy, new technology, or even big events like the pandemic.

Why is this happening?

Technology is Everywhere: Things like artificial intelligence (AI) and big data help companies understand their customers better than ever before. A study by McKinsey showed that companies using these tools can earn 20% more!

Customers Want More: People don't just want good products or services anymore. They want experiences that are smooth and feel personal. A Harvard Business Review report found that 73% of people expect companies to know what they want and need.

The World is Changing Fast: Things like the COVID-19 pandemic show how important it is for businesses to be flexible and change with the times. Companies that quickly help customers during these kinds of events earn their trust and loyalty.

Doing Good is Important: Nowadays, people care about the environment and how companies treat their employees. When a company cares about these things, it shows that they care about their customers' well-being, too.

How Can Businesses Help Customers Become More Resilient?

• Talk Openly: Companies should be honest with their customers about any potential problems and give them advice on how to adapt. For example, during the pandemic, many businesses kept their customers informed about changes in their services or safety measures.
• Flexible Solutions: Products and services should be adaptable to meet customers' changing needs. A study by McKinsey showed that companies that are quick to change their products do better in a changing market.
• Tech to the Rescue: Technology can give customers real-time information and helpful suggestions. Imagine a chatbot that can instantly answer your questions or a program that suggests things you might like based on what you've bought before.
• Teach and Guide: Companies can offer training and resources to help customers learn how to be more resilient. For example, a bank might teach people how to manage their money during tough economic times.

Future of Customer-Focused Businesses

The future of putting customers first is about more than just individual needs. It's about:

• Strong Relationships: Companies need to build relationships with their customers that last. It's not just about selling something once, it's about understanding what customers need over time and helping them. A study by Bain & Company found that keeping customers coming back can lead to big increases in profit.
• Always Improving: Companies need to keep coming up with new ideas and ways to make things better for their customers. Think of Amazon, which is always trying new things like drone deliveries or stores without cashiers!
• Making a Difference: Customers care about how companies impact the world around them. A Nielsen study found that many people are even willing to pay more for products that are environmentally friendly.
• Smart Use of Data: Information about customer behavior can help companies understand what their customers want and need, even before the customers know it themselves! This is like how Netflix suggests shows you might like based on what you've already watched.
• Being Flexible: The world is always changing, so companies need to be ready to change too. A study by McKinsey found that companies that can change quickly are more successful.

Slack , the popular communication tool for teams, is a great example of a customer-focused company. They are always asking their users for feedback and using those ideas to make Slack even better.

Slack is also super easy to use. This is because they designed it with the user in mind, making sure it's simple and intuitive for teams to communicate.

By listening to their customers and making Slack easy to use, Slack has become one of the go-to tools for businesses and teams to communicate and work together.

The Big Picture

Taking care of customers is not just about giving them what they want at this moment. It's about helping them become more resilient and ready for anything that comes their way. This means building strong relationships, using technology wisely, always looking for new ways to improve, and doing good in the world. When companies do all of these things, they're not just putting the customer first, they're building a stronger future for everyone.