Customer-focused companies use some market analyzing data research methods to listen to what their customers are saying. Companies with a customer obsession culture, on the other hand , choose the option that works best for their customers through AB testing and other data analysis methods .
2. Solve vs. anticipate
Putting the customer at the centre of your strategy means fulfilling their requests and solving their problems. Obsessing about the customer means going a step further, it’s about anticipating, using data to innovate and solving problems that the customer doesn’t even know they have.
Facing the competition vs. winning over the customer
Customer-centric strategy involves being better than the competition and in some cases it becomes an “obsession with the competition”, entering into a phone number database war of price or product features. On the contrary, when the obsession is with the customer, there is knowledge of the competitors, but the efforts are concentrated on improving the customer experience .
4. Growing vs. retaining
All companies want to grow and be profitable, but when this objective takes precedence over customer satisfaction, growth becomes unsustainable. A customer-focused company makes adjustments according to customer needs to help its business grow. A company with a customer obsession culture will do everything to retain its customers and, as a result, will grow sustainably.
Doing vs. being analyzing data
A customer-focused company implements short, medium and long-term strategies to achieve customer satisfaction . In a company with a customer obsession culture , it is part of its DNA, not a temporary strategy.
Importance of customer obsession culture
Now that you know the meaning of how seo citations can help you boost your visibility customer obsession and the differences with customer centric , we will tell you about its importance through the main benefits that your company can receive by implementing the customer obsession philosophy .
The study Brands in Mexico, obsession america email list with the customer , showed that each of the 6 pillars of customer experience contributes to the increase of the NPS ( Net Promoter Score ) indicator and customer loyalty.
The same study by the KPMG firm presented a model of the economic impact of customer experience, which highlights -among others- benefits such as: