We all know that focusing on your customers matters, but embracing a fully customer-centric culture is a competitive differentiator and a proven path to better revenues. According to Deloitte, customer-centric companies are 60% more profitable than those who aren’t focused on the customer.
The idea of a customer-centric culture isn’t new. It dates back to 1954, when famed business consultant and author Peter Drucker stated, “It is the customer who determines what a business is, what it produces, and whether it will prosper.”
Today, a customer-centric culture encompasses a set of beliefs, strategies, and values designed to position the customer as a central point for the organization's success. It focuses on creating consistent, highly positive experiences for the customer.
Keys to a Customer-centric Culture
For the team at Xplor Mariana Tek, a leading boutique fitness software solution, setting the cultural standard begins with hiring.
“Our goal is to bring aboard empathetic, passionate, and, ideally, industry-knowledgeable team members who not only are excited about what we are building to help solve our customers’ problems, but to also solve the problems of consumers of our customers’ brands themselves,” notes Mollie Navarro, vice president of customer success.
That means a laser focus on tailoring the product to solve customer issues.