A great example of Customer Centricity are the big players: Amazon, Ifood, Netflix and Uber that were born from the customer experience and personalization in the relationship with users and since then have been improving their relationship - The commitment to delivering value to the customer in these companies is genuine - creating a kind of "favoritism" and consequently increasing their sales through a network of connections often created by the users themselves.
Studies show that more than 58% of users do not return after having a bad experience, which is, by far, a significant number for your business. For this reason, it is worth highlighting the importance of considering overseas data Customer Experience at all stages of the purchasing journey. And this has increasingly ceased to be a differentiator. It has become an obligation for companies that want to be successful in the market. After all, the price of not innovating in your business can be quite significant.
Customer Centricity is not about delivering the best product, but about offering an excellent experience from the search stage, to the service stage, to the post-purchase stage . A Customer Centric Culture combined with CRM (Customer Relationship Management) allows you to collect data that will give you a complete view of your consumers. With this, you will be able to:
Understand your customers’ behavior, interest and engagement;
Identify opportunities to create the best products and services;
Use customer lifetime value to identify new customer segmentations;
A survey conducted by Deloitte and Touche found that companies that adopt Customer Centric in their strategy are 60% more profitable compared to companies that do not focus on customer experience.