Interesting post by Anna Papachristos on 1to1 Media about customer centricity, customer loyalty and keeping the customer central to corporate culture.
Modern engagement strategies require renewed focus on customer centricity, as companies work to provide personalized experiences that promote loyalty and advocacy.
The author also refers to the CMO Council's "Mastering Adaptive Customer Engagements" report partnered by SAP, which exhibits the following featues of customer centricity;
The Top 3 Characteristics of Customer Centricity
1. Senior management committed to understanding the needs of the customer and market
2. Functional alignment and support of a holistic customer experience strategy
3. Corporate culture that places customer satisfaction above all else
Increased customer retention is a result of a business focusing on customer centricity, therfore making a great customer experience and increasing customer satisfaction.
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