You have to understand customer centric marketing concept to answer the question what is customer centric marketing. Here in this article I will share you everything about customer centric marketing, start from customer centric marketing definition, the reason why implement customer centric marketing is important, examples steps to perform customer centric marketing.

For the sake of simplicity, I recap the fundamental of customer centric marketing definition:

Customer centric marketing is marketing strategy that implement all marketing activities with strongly focus on customer (customer oriented marketing process).

Why you have to perform customer centric marketing?

You must implement it because it is very important and produce higher revenue. I will show you the relationship between customer centric marketing and get higher revenue below.

By performing customer focused appropriately, you will obtain happy customer or customer who are satisfied with your product or service.

- These delighted customer will become your loyal customer.

- You can easily save your marketing budget, because new customer acquisition is more costly than customer retention program. Moreover, you can do cross selling with your existing customer.

- Your loyal customer can be your great PR (Public Relation), refer you to their relatives,and scale up your word of mouth marketing performance, and this can entice new customers.

As a consequence, customer focused marketing results more revenue.

Basic simple step to implement customer centric

1. Knowing your customer.

You can get information about your customer by listening him over several media, such as: customer reviews site, contact form, help-desk form, social media site, interview session, customer gathering programs, monitor their online conversation, customer visit programs, etc.

The goals of customer listening are: to understand what are their basic need, to know what are their complaints, to recognize their hope, to identify their feedback, to view their opinion both positive and negative mention, to provide customer friendly product or service ( not to provide generic product/service), etc.

2. Build a responsive customer service.

Responsive service start from pre-sales up to post-sales must be implemented if you focus on customer oriented marketing.

The goals of approachable customer service programs are: to create wonderful customer experience, to serve and support customer need with quicker and better ways, to deliver great customer friendly service, to convert current customer to loyal customer, etc.

3. Involving your customer.

You must involve your customer start form product creation and development, marketing strategy, pre-sales, post-sales, customer service activities, and so on.

The customer who get involve in product development is a must. The basic examples to get your customer involve with you in this phase are: asking your customer what are their fundamental need (want) directly, ability to learn about your customer about their need through get involve with them in social media site, customer review site, etc. in online conversation, offline and online customer survey and poll, and so forth.

Always asking How will this strategy affect the customer when you build your marketing strategy, so you should always consider the customer when build marketing strategy and when make a decision.

Include your activities with your customers’ activities (interwoven with customer’s activities) and then treat your customer in this activities the way they want to be treated (treat appropriately).

In the core of customer services programs, you should offer the solution against your customers’ need (after you have known their need).

Finally, now you have already understood about what is customer centric marketing, why customer centric marketing is important, the relationship between implementing customer centric marketing activities and higher revenue, basic examples of customer centric marketing step by step.

This article is closely related to:

The Basic Concept of Customer Oriented Marketing