No matter the industry your startup is in, one of the keys to success is having a solid and robust connection with your customers. The more unhappy your customer base is, the faster your business will close its doors.
That means going an extra mile than just providing a service or a product to your customers. We are talking about forming a stronger and deeper connection that takes the time to understand your customers’ issues and concerns and find ways to resolve them.
That is the backbone of a customer-centric approach in running a business. You do not have to develop a new innovative product or service to be the next top innovator in a leading magazine. If you can listen to customer issues from the existing innovations and try to solve them, you’ll have your light-bulb moment. It is all about making your customer’s experience the main focus in whatever your startup does.
Why Your Startup Needs a Customer-Centric Approach for Success
Right from the beginning, businesses have put customers first. Remember the adage that the customer is always right? It still stands true but in the modern and digital era, having a strategy that focuses more on the customer is essential.
Due to technology, there is a lot more attention on companies leading to more competition. As such, your startup will certainly need a customer-centric approach for you to stand out from the rest, especially in the current era where everyone is shopping online for just about everything.
That means getting involved online, chatting with customers, replying to their messages, sending personalized marketing or sales pitches, and even providing information about specific products through a blog page.
Building Brand Loyalty
When you stand out from your competitors, for the right reasons, of course, and meet your customer’s needs and expectations, you will start building brand loyalty. This ensures you retain your customer base and attract new customers.
In fact, customers are more likely to recommend a brand that meets their needs to others. And this doesn’t have to be just loved ones. According to research, 37% of customers are more likely to recommend a company that goes beyond to meet their needs. Also, 87% of customers are likely to pay more for a product or service as long as they get excellent customer service.
Protect Your Brands Image
Again, in a digital era where every piece of information is online, a simple social media post from a customer can make or break or brand. Customers are now more than ever leaving reviews of businesses everywhere, some Yelp to Google Business, Amazon, Etsy, and any social media accounts your business might have.
This is the kind of information every prospective customer hopes to use and gauge its worth spending their money in your business. If you are not customer-centric, you can imagine the number of negative reviews your startup will have and the kind of impact this could cause your brand’s image.
To keep up the image, stay active on these reviews and try responding to positive and negative reviews to resolve issues or gather more feedback from your clients.
Boosting Your Campaigns
As a business person, you always want your customers to be enthusiastic about your business, including giving your insights about their needs, tastes, and preferences. How does this help?
It helps you customize your services and products to serve your customers better. This comes in handy when you create marketing content because you will know what to communicate to your target audience to get them through the door.
How to be a Customer-Centric Startup
Being a customer-centric startup is not a hard job, but it takes a lot of effort and commitment from everyone, right from the management to the lowest level of employees. As an entrepreneur, you must train your employees to be customer-centric as every employee is a representative of your brand.
Apart from excellent customer care service, other ways to be customer-centric include:
- Having loyalty programs
- Having communication avenues to complaints where customers can easily reach an employee and have their issues resolved as soon as possible
- Offering partial or full refunds where possible
- Have some learning programs, like a blog or video channel, for teaching your customers
In conclusion, your startup’s strategy must have a customer-centric approach for it to succeed, especially in this digital age. You can do more than just providing the bare minimum in your industry. Go a step further to make your customer’s life and experience as seamless as possible with things like loyalty programs, learning opportunities, and avenues to have valuable conversations with you about their needs and preferences.