Customer centricity strengthens customer loyalty and satisfaction; leads to referrals for more customers; and turns your customers into brand ambassadors.
It's the key for knowing how to peak your audience's interest; maintain engagement; and attract sales.
Take a look at my slides from the School of Startups where I ran a workshop on this important yet often overlooked topic.
Connect if you find this useful and/or want to have help developing a blooming customer centric business.
4. Design is shaping products
in a functional way.
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5. Branding is how customers
experience products.
‘Your brand is what people say about you when you're not in the room.’
– Jeff Bezos, founder of Amazon
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6. ‘Customer-centricity
fosters a positive customer
experience at every stage of
the customer journey.’
– Hubspot
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7. Customer centricity:
✔ strengthens customer
loyalty and satisfaction.
✔ leads to referrals for more customers.
✔ turns your customers
into brand ambassadors.
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8. We need to empathise with
our customers, and try to
understand what they
think, need and desire.
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9. Why do they take
certain actions?
What motivates
their behaviour?
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10. We are simple creatures.
Our actions start with an internally
or externally generated trigger
that taps into core emotions.
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11. Even logical decisions
are based on emotion.
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12. We are not only simple, but pretty self-centred creatures.
All communication has to
be from the customers
point of view.
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13. Selfish
Don’t talk about your product
but rather what your customer
can achieve by using it.
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15. Specific
A goldfish has a longer attention span than the average
human. We can’t digest much information at once.
Choose one key message at the time.
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16. Simple
Aim for an intuitive user experience.
Make your message easy to understand,
and always end with a call to action.
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17. Buyer personas
Who are your customers?
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20. Customer touchpoints
What emotions should you tap into?
How can yon make the trigger more
selfish, specific, sensory or simple?
Can you place more triggers
for the same action in other places?
21. Tip
Analyse your own customer journey as you
have been introduced to a new product.
What caught your attention?
What emotions did it trigger?
What steps led to a purchase or or why didn’t it?
How was the user experience?
How did it make you feel?
22. Customer insights
Communicate with your customers,
sales and customer service people.
Ask for feedback.
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23. Meet face-to-face
Call one-to-one
Create a survey/poll
Create a Facebook group
(and be proactive)
Interact with the customers
(in the places/on the platforms where they spend time)
Analyse data
24. Tip
The 5 whys
method helps you to
determine the root cause.
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28. Treat everyone in
your company like you
wish your customers
to be treated.
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29. Reading list
‘Delivering Happiness’ by Tony Hsieh
‘The Lean Startup’ by Eric Ries
‘Hacking Growth’ by Sean Ellis
‘How to Win Friends and Influence People’ by Dale Carnegie
’Influence: The Psychology of Persuasion’ by Robert Cialdini
‘Everybody Matters’ by Bob Chapman and Raj Sisodia
‘Start with Why’ by Simon Sinek
‘Originals: How Non-Conformists Move the World’ by Adam Grant
‘Brand Thinking and Other Noble Pursuits’ by Debbie Millman