What Does It Mean to Be Customer Centered?
Did you know that some of the most successful companies in the world run a customer centred approach? A recent article was published highlighting the top ten companies rated by J.D. Power. They range from automotive, to finance to insurance; but they all have one main similarity, and that is that they are customer centered. A customer focus is one of the main factors in business success. So what does it actually mean to be customer centered, and how do you know businesses are following through in the process?
A Customer-Centered Business:
Listens to Their Customers
They get to know their customers, understand their needs and then act on it. TD Bank is a great example of this. One of the reasons they have landed the first in overall customer satisfaction on J.D. Power’s annual Canadian Retail Banking Satisfaction study for the last 10 years is that they listen to their customers. They have launched marketing campaigns such as #TDThanksYou which gave away big ticket items to customers, to simply ensure that systems like their online banking system, are in tune with what customers are asking for. They listened and they delivered. Continue reading “What Does It Mean to Be Customer Centered?”