Customer centricity, a business strategy that relies on in-depth customer knowledge (especially those who bring the most value to the brand) to give consumers what they truly want throughout the entire sales process. This includes from the moment they think about buying a product to when they enjoy it, and even consider repurchasing. To achieve this, the company must be customer-centric. We’ll tell you everything you need to know to transform your organization.
What does it mean to be customer-centric?
And what does this imply? It means that companies must know their customers in the broadest and deepest way possible, understanding not only what they want (rationally) but also what they feel (from a more emotional perspective). In other words, listening to them and understanding them in a constantly changing process.
In this regard, one of the key factors affecting customer knowledge is the speed at which their tastes and needs change. At We are testers, we are aware of the business need to align the brand’s products and services with customer demands, so we’re not inventing anything in this regard, but we are reinventing the speed at which we can have that constantly evolving knowledge. To do this, we have agile tools to test and understand customer needs through market research that can be completed in hours. With this knowledge, the company will have the capacity to respond and adapt comprehensively and almost simultaneously to consumer demands, thereby increasing its chances of making the right decisions.
Implementing this strategy undoubtedly involves facing significant challenges and internal changes for companies because, in many cases, it will mean changing ‘what is done and how it is done’. Successful business cases like Airbnb, JustEat, Blablacar, or Netflix exemplify what this model means. They faced the challenges and obstacles in their business sectors and took a step further toward digital transformation, but with an ace up their sleeves: understanding exactly what their customers demand in terms of quality, cost, reliability, immediacy, or personalization. By placing the customer at the center of their respective businesses and providing a quick and personalized response, they achieved success and, more importantly, loyalty to their brands.
How to become more customer-centric?
We are clear that the rules of the game are changing, and we want to understand our customers, but how can we do it? Or better yet, how can we deepen our understanding of the consumer and potential customer? For this, companies have various sources of information, such as analytics (in CRMs, physical stores); external data sources (such as social networks, forums, blogs…); or research, mainly through market studies. And this is where We are testers comes into play, offering its digital market research tool that allows companies to obtain crucial customer information for tactical decision-making, along with the following advantages:
- Agility: results in the shortest time possible
- Integrated techniques for greater depth and generation of insights
- WAT Monitor: real-time results visualization and analytics
- Omnichannel Analysis
- Automation, resulting in cost reduction
- Reliability, thanks to advanced analysis algorithms that certify response quality
- Customization of the environment to match the client’s graphic image
In conclusion, customers are the dominant force and strategic focus in today’s business environment. They must be known in depth to offer the product or service when, how, and where they want it. To achieve this, it’s necessary to have agile tools that allow us to have that knowledge almost simultaneously.
Therefore, in this ‘game’ to reach the finish line and achieve success, companies must treat consumers as a ‘partner’ on the board, whom they know, meet their needs, and solve their problems almost as soon as they arise. And We are Testers is the perfect accomplice to help you win. Shall we play?