3 Cs Company Customer Communication and Customer centricity is factor in this connected age.

FOCAL POINT

Customer centric marketing; company, process, policy, culture influences the way everybody in the organization behaves and makes decisions. Regardless of their role, employees are keenly aware of how it could affect the customer. However, as the people who are primarily customer-facing, sales and marketing professionals typically have the most direct impact on the CX.

Marketing is dynamic and now a research hub, a creative lab and a growth engine — all in one. Marketing is a data-driven amalgamation of tools. Savvy investments and accurately measure and analyze the success of those investments in driving sales and revenue has earned marketers a strategic seat at the decision-making table. It will require customer relevance, Value, Happiness, Satisfaction all about Centricity- CUSTOMER FIRST.

Drive traffic, pursuing though buyers journey helping them feel homely and friendly with brand. Much more have to manage CRM, CDP, CLM, and Retention & Loyalty. An enterprise has a lot to consider if it wants to achieve this. There’s an explosion of data and touch points to manage. The consumer privacy landscape grows tougher by the day. And companies need a solution for surfacing accurate and trusted data in real time so they can move at the speed of their customers:

· Whether a business or consumer, today's buyer is more Learned & Leaned Educated informed; more conscious savvy, and more particular about the brands they choose than ever before.

· Today’s consumer craves brands that share their values and demonstrate that they understand “me” at a personal level.

· Social media booming age; Connectivity became inexpensive and usual in our day-to-day life. Everybody socialize connected through Mobile Pages Groups Forums Meetups Alumni and so on.

· Apps like Messenger WhatsApp Skype Google Meet ZOOM and other Live Chats apps. Personalize interaction is the new norm. Having a business model that revolves around customer-centricity is essential. It helps the organization to achieve a positive and personalized experience for their customers...

What is customer centricity: The importance of CX in the age of data?

What’s driving this trend? It turns out the digital economy, which grew fast during the pandemic, added a new twist to an old adage. Yes, customers are always right… and now they’re in complete control of their relationships with brands. This twist adds significant complexity for businesses looking to differentiate based on the experiences they offer.

Let’s look at the challenges surrounding customer centricity, how enterprises tried to achieve it in the past, and why technology like new customer data platforms (CDPs) are ideally suited to help accelerate this shift.

The definition of customer centricity is the act of putting your customers at the heart of everything an organization does. This requires deep understandings of customer expectations and perceptions, as well as aligning across all facets of the business, including – but not limited to – operations, product, marketing, service, and sales in order to be truly customer-centric.

What is meant by customer centricity?

Customer-centricity means putting the customer first and at the center of everything that you do. ... Customer-centric organizations take steps to understand the customer and act on that understanding by creating a culture that empowers employees to make the best decisions for both the customer and the company in parallel.

What is an impact of customer-centric marketing?

A customer-centric culture empowers marketers to increase loyalty and boost repeat sales through ongoing communications that are valuable to customers.

What is customer centricity and why is it important?

Customer centricity is an approach to doing business that focuses on providing a positive customer experience in order to drive profit and gain competitive advantage. ... Customer-centricity helps you to build trust and loyalty of your customers, but also a solid reputation.

Here Company at starting, Customer in the Middle or center and Communication last to rapping up organization and customer all together. Company is a Body, Customer is a HEART or revenue that infuses blood to the organ or body, and communication is vain/wires that circulate electricity/relation throughout.

Company- #1- C

”A company is a type of business. The definition of the term varies by country. ... It is often a business organization which makes goods or services in an organized manner and sells them to the public for profit. It may also be a non-profit organization. A company may hire people to be the staff of the company.”

A type of Business or a business organization marketing goods and services in an organized manner and sells them to public for profit.

Here Organization and organized manner is our focal points. Manner depends on company policy. Here Customer Centricity taken as a company policy. Customer is the center means organized manner to make it HEART of marketing.

Customer Value, Happiness, Satisfaction all about Centricity- CUSTOMER FIRST. Drive traffic, pursuing though buyers journey helping them feel homely and friendly with brand.

How to make customer Happy, Satisfied through providing Helping Hearing Pre and after sales services. This is a matter of organizational policy. Customer Centricity is not a FANCY word to put as a slogan only. Turn into a customer-centric organizational policy that everybody understands prioritizing the customer and focuses on this. This is essential for the long-term success of the business.

C in the middle or center- Customer the HEART of any Business

A person who buys goods or services from a shop or business is a customer. Or a person of a specified kind with whom one has to deal. Customer Service, Customer Care, Customer Value, Satisfaction, Happiness and so on…

C #3- Communications

The imparting or exchanging of information by speaking, writing, or using some other medium.

Two way connections- Means of sending or receiving information.

Communication is vain/wires that circulate electricity/relation inbound and outbound marketing. Combines company Customers and organizations HR to a common goal. Communication is a system or process to connect or circulate information.

The six major modes of communication in marketing include advertising, digital marketing, direct marketing, personal selling, public relations and sales promotion.

It’s important to communicate the value of any product or service. But B2B buyers today demand more. Keeping your customers satisfied with your product or service is non-negotiable.

Statistics & Facts on Keeping Your Customers Happy

1. It costs 5x as much to attract a new customer than to keep an existing one. (Source: seohosting.com)

2. 68% leave brands because they are upset with the treatment they’ve received. (Source: U.S. Small Business Administration)

3. On average, loyal customers are worth up to 10 times as much as their first purchase. (Source: White House Office of Consumer Affairs)

4. 48% of customers who had a negative experience told 10 or more others. (Source: Harvard Business Review)

People of all backgrounds have been struggling with the answer to this question for centuries, and for almost as long, marketing leaders have been pondering the secret to customer happiness. Unfortunately, most are still stumped. Keeping your customers satisfied with your product or service is non-negotiable.

If customers are unhappy, they won't just leave you, they'll add salt to the wound, leaving you for one of your competitors, and the last thing any business needs after a blow to the wallet is a bruised ego.

The role of marketing today is as much about delighting existing customers as it is attracting new ones. You want to make sure customers have a great experience using your product or service so they not only buy again, but ideally, spread the word through referrals or social media.

4 Keys to Keeping Customers Happy Through Inbound Marketing

· Create Customer-Focused Content. Customer-focused content is one of the most effective ways of keeping your existing customers happy. ...

· Build a Relationship Through Social Media. ...

· Ask for Feedback. ...

· Look at the Analytics & Track Data.

Customer Value, Happiness, Satisfaction all about Centricity- CUSTOMER FIRST. Drive traffic, pursuing though buyers journey helping them feel homely and friendly with brand.

Ask yourself: Why are you bringing in customers?

It’s not for one sale. The first transaction is a start, but what you’re really acquiring is the opportunity to build long-lasting relationships. That’s why it’s so important to consider how you’re interacting with your customers. Business is going concern and building ongoing long-lasting relationship is above all to be unique in the eyes of customer in all respect. It will require to way communication to know better about your customers.

Marketers have been thinking about, teaching and practicing the art of customer relevance since the first peddlers hawked their wares. Yet each generation of marketers has claimed the invention of customer-centricity without regard for the fact that relevance is an evolutionary concept.

The act of communication is now part of the relevance equation — not just what is being communicated and where. The marketer’s responsibility to develop and guide the message has never been more intricate.

The five stages of customer-centric marketing

The following five steps form the basis for a customer-centric marketing and merchandising effort:

Stage 1: Collect and analyze customer intelligence

Stage 2. Develop customer requirements

Stage 3. Product and process development

Stage 4. Message development and delivery

Stage 5. Feedback

That’s where the Customer Data Platform (CDP) comes in.

Where the unique combination of online and offline data collection creates a non-siloed, single customer view for highly personalized marketing campaigns. With the right tool, the potential is huge: unlocking the opportunity to drastically improve your customer experience, making it faster, easier, more consistent, and more convenient for the buyer.

Creating a Customer Lifecycle Management (CLM) Framework

A customer lifecycle is often used to describe the various stages a consumer must travel to purchase your product, but to provide a marketing framework for communication with customers at each touch point in their interaction with their brands; marketers often employ a Customer Lifecycle Management (CLM).

Why Customer Centricity Is the Key to a Competitive Advantage

To develop a booming business in today’s world, there are many factors that we have to put into place. One of such crucial factors is the customers. In recent times, we place more emphasis on the customer’s experience with a personalized and positive brand or business.

Organizational customer-centric marketing: This time it’s personal

Centricity is about understanding what makes your customers different and unique. A focus on positive customer experiences whether it’s discovery, point-of-sale or post-sale communication. Adds value by enabling differentiation from competitors who do not offer the same…

Customer Value:

Customer value is the benefits a customer gets after subtracting all the cost and effort involved to buy the products/services. Win-Win emotional gain level of customer is the best value.

What is customer value and why is it important to customer satisfaction?

Customer satisfaction plays an important role within your business. Not only is it the leading indicator to measure customer loyalty, identify unhappy customers, reduce churn and increase revenue; it is also a key point of differentiation that helps you to attract new customers in competitive business environments

Retention ≠ Loyalty

Retention does not equal loyalty.
A retained customer is one who continues to buy from your brand.
A loyal customer prefers to buy from your brand. They seek you out. They are your brand ambassador.

You can get people to come back and purchase again, thereby retaining them, but retention is a short-term strategy. It feeds into loyalty as a long-term strategy, whereby there is almost an emotional connection between the brand and the buyer.

How to Create a Culture of Customer Centricity in Your Business

In a customer-centric organization, everybody understands prioritizing the customer and focuses on this. This is essential for the long-term success of the business. So, the decision-making and thinking processes always put the customer at the center to provide a quality experience. To create that culture of customer centricity within a business, you must create awareness within the employees.

This is what makes the culture stick. Employees are able to uphold this culture even when no one is watching them. This will make it a part of them, and they will pass it on to future employees. This will continue until it’s ingrained in the organization’s culture. To achieve this, here are a few things you can do:

Make Everybody Work as a Team

We cannot overstate this. It takes teamwork to achieve customer-centricity in your business. If different departments and individuals try to please customers individually, they won’t go far.

Everybody has to work together. Every department has to consider the other departments’ work to achieve this goal. Everyone has input in delivering the products or services to the customer. So everyone has to work as a team, and individuals while ensuring that the customers remain the priority. This will require more interaction between the different departments.

Always Promote the Vision

In trying to achieve something like this, you can’t focus on goals alone. You have to make sure that everyone sees the vision and feel like they can be a part of it. You must continue to demonstrate this goal and share it consistently. That’s why it is vital to share. An understanding of the view can be the driving force that your employees need. It will make them think and act to promote positive customer experience.

Provide Training for Customer Centricity

This is something that they are new to, so you do not expect that they suddenly become customer-centric. It is a process, and it might require some time. You must be patient and willing to give that time.

Leadership And Team Alignment

While technology allows us to constantly push marketing boundaries (marketing automation, customer and behavior analytics, social media, etc.), it can quickly become overwhelming and costly. On the flip side, the delayed adoption of marketing technology can cost you customers and revenue. That’s where leadership comes in. When you make marketing technology decisions, hire staff and set expectations, think about it as an investment in growth. With marketing automation, including built-in customer and behavior analytics tools, marketing now owns a significant part of the customer journey and can provide strategic insights, such as brand sentiment, buyer intent and customer satisfaction levels, to sales and customer service. So instead of treating your marketing as mainly a lead generation machine, use its insights and capabilities to amplify efforts, iterate and pivot when needed.

Marketing Automation Technology

It seems like every day there’s a new marketing tool or platform that promises to engage your customers like never before and set you apart from your competitors. Stay focused. Broadly speaking, your marketing technology should help you to address two needs: customer acquisition and marketing performance measurement. Customer acquisition encompasses everything from email marketing to advertising to content marketing, social media and more. In order to know what works and what doesn’t, you need to be able to track and measure the performance of each channel and individual campaign. The right marketing automation tool can help you to do that.

Go-To-Market Strategy

With the ability to measure everything from customer sentiment to revenue contribution, marketing is no longer a creative function or an expense. Marketing is now your growth engine, with a goal to attract the right customers through the right channels at the right time with the right message. To make sure marketing serves its purpose, create a go-to-market strategy. Your strategy should define your target audiences, problem-solution fit and messaging. It should also outline channels and tactics you’ll use to reach your buyers and align sales and marketing around your business goals.

The strength and success of your strategy depend on the data you use and your ability to execute as a team. It all comes together here — team alignment, technology and leadership. A go-to-market strategy is your map and framework to address all the moving pieces, including your marketing investments. There’s a lot more to developing an effective go-to-market strategy, but the key point here is to show the extent to which marketing today can inform, guide and help execute your business goals.

Conclusion:

Uphold the policy of Customer FIRST centricity
Create a customer centric culture in all level of the organization
A focus on positive customer experiences whether it’s discovery, point-of-sale or post-sale communication. Hearing back through surveys and feedback.
It will require customer relevance, customer value, customer satisfaction and Happiness, CRM, CDP, CLM, Retention & Loyalty.
Leadership And Team Alignment
Marketing Automation Technology
Go-To-Market Strategy