In the Rwandan market, there’s a common saying among businesses; Umu client n’umwami (The client is king). That goes to say that just like a king, a client has demands and expectations to be served to full satisfaction. It’s all about their needs and wants, and you as a business have to meet them. You have to be customer-centric.
Being customer-centric, in simple terms, means putting your customers at the heart and center of your business, and we’re not talking about just what you are selling. It is not enough for an organization to have a great product or service, better yet at a great price anymore.
The experience provided to clients has become more important than ever before, and smart businesses are taking note. Together with a great product as advertised, great customer experience has proved more effective in attracting and retaining loyal clients. It’s all about how a client will feel when they interact with you.
A customer’s interaction with an organization – from the moment they step into a building or store, receive information from a receptionist or sales person, buy the product/service or not, to when they step out – is what will most likely be etched into their minds. A good product/service will simply serve as the cherry on the cake, or bonus if you will.
Organizations/Companies/Businesses that take the time to research, understand and respond to their customers’ specific needs and expectations, reap the greatest benefits. The internet and artificial intelligence has made it even easier and more efficient for them to do so today.
They’re able to collect their buyers’ personal data, and assess consumer behavior or reactions on platforms like social media and much more. This in turn gives them a clear and precise direction in crafting exceptional, personalized strategies to give their consumers an experience that makes them feel highly valued; like they are people, and not just numbers.
While different companies may define customer-centricity differently, the motivation remains common; the customer’s experience. Again, it’s all about how you make your customers feel when you interact with them. Coupled with your great product/service, if they feel valued, heard and catered to, it’s a guarantee that they will be back again. Make sure you are customer-centric.