Businesses across the industry are embracing the concept of customer centricity by forgoing traditional business-driven strategies and adopting a more customer-driven strategy. Customer centricity is sometimes used as a catchall term for talking about customer feedback or customer satisfaction results, but making people happy is only one part of the equation. To have sustained success, companies must understand current customer needs and wants, and ensure that there are the right internal and customer-facing strategies, processes and marketing initiatives to satisfy them.
That is where a new structure, born of data-driven customer science, comes in. The seven pillars of customer centricity provide a framework for action, giving companies the insights needed to track, measure and improve in seven core areas. By analyzing customers’ perceptions against these pillars, marketers have a blueprint for customer-centric activation to drive customer loyalty. Here are the seven core pillars and how they help boost customer loyalty: Check out the 7 Pillars here