Your Guide to Building a Customer-centric Culture


Generating high revenue is the ultimate goal of every business. There are multiple ways to achieve this goal. However, the most significant of them all is customer service. According to Harvard Business Review, customer centricity and related performance indicators are some of the most critical metrics that business leaders should measure.

Customer service can do wonders for your business by driving more sales. According to a Microsoft report, around 96% of consumers worldwide consider customer service as a critical factor influencing their buying decisions and loyalty towards a brand. Hence, building a customer-centric culture in your organization should be your prime goal. This post will list some vital suggestions that will help your venture achieve a truly customer-centric culture. But before that, let’s understand what customer centricity is.

What is customer centricity?

Customer centricity is a business model where no matter what you do should enhance the consumer experience. Whether you are designing, marketing, or selling a product or service, the core should be improving your customers’ journey.

When you focus on customers, sales and revenue are something that will come naturally. You can think of it this way, suppose a customer is delighted with your products and services. Now this happy customer will go and refer your company to family members and friends. This chain of referrals will continue to grow, and so will your business. With that being said, let’s look at how you can build a customer-centric culture in your organization.

How to become customer-centric?

Customer-centricity offers a plethora of benefits such as increased revenue, customer loyalty, word-of-mouth promotion, and more. Here’s what you can do to build a customer-centric culture to leverage all these benefits.

1. Collect and work on feedback

The first and foremost thing is to value your customers. Although everyone collects feedback in one way or another, only a few works on them. Only listening to your customers is not enough. You should create strategies to generate actionable insights from the feedback data and work on it.

One of the best ways to implement this in your business is by spending on NPS customer feedback software. Such software can help you get actionable insights in real-time. You can then use the insights to serve your customers in the best possible way. Thus, it will make your customers feel they are heard, thereby enhancing their experience and satisfaction.

Some primary touchpoints to gather feedback include:

  • Social media platforms
  • Email
  • Chats
  • Phone calls
  • SMS

2. Predict customer needs

While customer needs are subject to significant changes, predicting their needs can be a game-changing move. You have to think it through as even your customer might not know what they will want in the future. However, they can help evaluate your predictions.


Research about the changing market trends and how it has changed through years. This will help you make some reasonable predictions. Once you have planned something, put them in front of your customers. They will be more than happy to help you if they can get enhanced services in return.

3. Become omnipresent

To be able to listen to your customers and provide solutions, it is essential to be accessible in the first place. The more accessible you are, the fewer efforts your customers have to put in to connect with you. There are many ways to become accessible. For instance, you can highlight your contact number on every page of your website. You can also integrate a chatbot into your website through which customers can contact your support team.

Customers usually prefer communicating through chats and messages. Hence, the best way to be accessible in the current time is to be available on all social media platforms. Whether it is FB Messenger, WhatsApp, Instagram, or any other platform, try being available on all of them.

4. Bring in all the departments

Providing customer service is not the responsibility of the support team alone. To become customer-centric in an accurate manner, it should be practiced and taken care of across your organization’s departments. However, it can be challenging for the non-support team to provide the best results as they would not have communicated with the customers to a huge extend.

You can bring all the teams together and enhance collaboration between them. This will bring transparency that will help the non-support team understand customer needs and contribute to improving the customer journey.

Customers give you business. Hence, putting them in the center to generate more revenue makes complete sense. However, going customer-centric is not as easy as it may sound. You may face several challenges in your journey. Keep your customers at the core while doing anything and tackle all the challenges to build a customer-centric culture in your organization.

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