Advice: How to help clients become more customer-centric Written by Ian Wylie Wednesday 08 November 2023 Share Share to LinkedIn Share to Facebook Share via email A customer-focused business approach guarantees increased loyalty, repeat business and growth. But what does being customer-centric really mean? Here’s three ways to help your clients get it right As customers, we know ourselves that when we feel heard and valued, we’re more likely to be satisfied with the products or services we receive. And chances are, this will lead to increased loyalty and repeat business. So why has the UK Customer Service Index dropped to its lowest score since 2015? Clearly, organisations need to be doing more to become truly customer-centric. “It means doing whatever you can to arrive at a deep understanding of your customers and using this to drive your thinking,” says Tim Kaner of Kancha Consulting. Are you truly customer-centric? 10 questions to ask yourself Three cultural pillars There are three popular methodologies that you can use to improve customer-centricity across most aspects of your business, reckons Giles Colborne, part of the leadership team for Sopra Steria’s consulting division in the UK. “User-centred design helps you create new products and services around customers,” he says. “Agile – when done properly – gets project teams to focus on delivering outcomes for users. And lean helps you cut waste by focusing on customer needs”. Want to learn three ways to help your clients become more customer-centric? Login or register below for Free Instant Access Login If you are already registered as a CMI Friend, Subscriber or Member, just login to view this article. Confirm your registration Login below to confirm your details and access this article. Sign in with email Email remember me remember Forget? Please confirm that you want to switch off the "Sign in with email" remember me feature. Yes No Register for Free Access Not yet a Member, Subscriber or Friend? Register as a CMI Friend for free, and get access to this and many other exclusive resources, as well as weekly updates straight to your inbox. You have successfully registered As a CMI Friend, you now have access to whole range of CMI Friendship benefits. Please login to the left to confirm your registration and access the article. Advice Looking for advice and guidance? Whether you are looking for topical tips or information, you can find the latest advice and guidance from the CMI team here. Members See More CMI Members have access to thousands of online learning and CPD resources. Learn more about our membership benefits Join The Community CMI offers a variety of flexible membership solutions, tailored to your needs. Find out more and get involved in the CMI community today.
