BUILDING A CUSTOMERCENTRIC BUSINESS

*CUSTOMERCENTRIC: Customer-centered, customer in mind.

Without customers/clients, every business is just an idea. Customers are the major players in every
functioning business, this brings us to why customer satisfaction is very expedient. Building a
CustomerCentric business, these factors are very important:
1. Knowing what your customers need.
2. Try the ‘Customer language’, avoid the business language while dealing with customers.

WHAT DO CUSTOMERS NEED: Customers do not care about the profit margins, revenue goals,
inventory problems of a business, every customers need is a solution to the particular
problem/challenge presented. Solution selling has always produced more results. Rather than just
promoting an existing business, sell solutions. Asking questions about your customer’s needs, shows
that you value them. Humans naturally have a sense of entitlement, make the feel like your owe them
maximum satisfaction. Always have it in mind, that the customer is not only a king, but a primary
influencer.

CUSTOMER LANGUAGE: Make sure your conversation with your customer has more of the words ‘you’
and ‘your’, than the words ‘we’ and ‘our’. Building a relationship designed to maximize the customer’s
product and service experiences, boosts the Brand growth. A simple and carefully formulated customer
strategy that focuses on creating and keeping profitable and loyal customers should be analyzed, when
building a CustomerCentric business. Building a CustomerCentric business, is the best channel towards
unlocking the potential of customer value. Always put yourself in the shoes of the customer, maximize
customer value.

(c) 2018 June

Damilola Aworunse

Business Development Manager – writes from Lagos Nigeria.