{"id":11742,"date":"2020-03-23T10:00:50","date_gmt":"2020-03-23T09:00:50","guid":{"rendered":"https:\/\/www.agconsult.com\/en\/?p=11742"},"modified":"2024-10-24T16:14:35","modified_gmt":"2024-10-24T14:14:35","slug":"7-tips-to-become-truly-customer-centric-becakeuse-happy-customers-are-returning-customers","status":"publish","type":"post","link":"https:\/\/www.agconsult.com\/en\/usability-blog\/7-tips-to-become-truly-customer-centric-becakeuse-happy-customers-are-returning-customers\/","title":{"rendered":"7 tips to become truly customer-centric: because happy customers are returning customers!"},"content":{"rendered":"
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Happy and satisfied customers have a better chance of becoming returning customers. Customers that are true ambassadors for your brand. That\u2019s why customer centricity is so important. Because it is essential for the growth of your company. But, how do you really become customer centric? In this article, we’ll give you 7 tips to become truly customer-centric.<\/p>\n <\/div>\n <\/div>\n\n\n\n

No. You are not customer-centric.<\/h2>\n\n\n\n

Something I hear regularly: \u201cCustomer-centricity is part of our values. <\/strong>So we’re already doing well.\u201d<\/p>\n\n\n\n

\"Good<\/figure>\n\n\n\n

No, you\u2019re not. Just because you say something, doesn’t make it so.<\/p>\n\n\n\n

There\u2019s a good chance you\u2019re not really customer-oriented. Just like most companies aren’t, by the way.<\/p>\n\n\n\n

Yup, loyal readers will be familiar with these numbers, but we\u2019ll repeat them once more.<\/p>\n\n\n\n

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“80% of companies say they\u2019re customer oriented \u2013 but only 8% of their customers actually agree.”<\/p>\n<\/blockquote>\n\n\n\n

I bet you’re keen to find out if you are doing as well as you thought you were. ?<\/p>\n\n\n\n

Discover it in this interview I did at SMX Munich, one of the biggest digital conferences in Germany. Or read my tips about customer-centricity <\/strong>below the video.<\/p>\n\n\n\n

\"video<\/a><\/figure>\n\n\n\n

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1. Stop brainstorming about your customers. Talk to them.<\/h2>\n\n\n\n

Stop thinking about your customers. <\/strong><\/p>\n\n\n\n

There are loads of marketers, strategists and creatives who like nothing better than to think deeply about their customers’ needs while drinking latte macchiatos in trendy meeting rooms.<\/p>\n\n\n\n

That\u2019s one of the biggest issues when it comes to being customer-centric. In many companies the idea of the customer is based on a fantasy. And not reality. <\/strong><\/p>\n\n\n\n

\"man-peinzend\"
Do you brainstorm about your customers a lot? That doesn\u2019t necessarily provide you with real information. In fact, it’s why the idea of the customer is based on fantasy in many companies.<\/figcaption><\/figure>\n\n\n\n

Mapping customer journeys during brainstorm-sessions, creating personas in co-creation workshops\u2026 It\u2019s all bullshit if you don\u2019t actually involve your customers. <\/strong><\/p>\n\n\n\n

(Insider tip: if you ever want to get under our skin, definitely talk to us about personas.)<\/p>\n\n\n\n

Without ongoing, in-depth customer research <\/strong>you cannot be customer-centered.<\/p>\n\n\n\n

Don\u2019t hide behind tools and numbers <\/strong><\/h3>\n\n\n\n

Even organizations that use a variety of tools to understand their customer, don’t necessarily understand what it is really about. All that data from Google Analytics, click-heat maps, and A\/B-tests<\/a> will tell you something. But none of it will be really in-depth.<\/p>\n\n\n\n

Understanding your customer by just looking at numbers on your screen<\/strong> is really hard.<\/strong><\/p>\n\n\n\n

You have to know which words trigger your customers.
<\/strong>All that data won\u2019t tell you which words trigger your customers. All those numbers will leave you wondering why. Why do people become customers? Why do they quit?<\/p>\n\n\n\n

And you need all of that knowledge:<\/p>\n\n\n\n