customer-centric
Customer-centricity starts by understanding individual customer needs then improves the customer experience thereby creating sustainable profitable customer relationships impermeable by competitors. Researchers have found that the annual value lost from customers who defect is only one-third that lost from customers that remain customers but reduce their spending. Customer Insight Group can help you develop and implement a well-designed customer-centric communications program that will increase "stickiness" and stem the tide of downward migration. We'll help you identify opportunities to proactively manage customer relationships, make targeted improvements and focus on what really matters to your customer. The potential bottom-line impact of customer-centric migration marketing is often two to four times that of defection-based approaches. Read Customer Centricity: Beyond the Theory for specific examples of customer-centric best practices.
