TRATHO, “a company cared for by all”, invests in a set of actions for the best customer purchase experience and their satisfaction, while elevating the company image and obtaining a competitive advantage.
And thinking about this new concept, the Customer Centric project was born.
In the corporate world, offering a good experience has become essential to survive in the market, where customer loyalty is the main concern of large companies.
That is why companies are working to transform their entire organizational culture and effectively place the “client at the center of their decisions.”
We have realized that the customer experience has surpassed product price and quality as the main differential of a brand.
Companies are made up of people and, in order to keep the customer at the core, they need to be engaged, because it will be this team that will allow this culture to remain strong and constant over time.
Customer Centric is the set of customer-centric actions. It is a state of mind in which everyone in the company is influenced and driven by the interests of the customer, and this becomes a priority for their work. It is perceived and felt through the actions of each professional.
The voice of the customer is everywhere, and understanding involves much more than collecting a number. So how can we feel the customer’s emotions and pains?
It is very important to strive to listen to the customer and apply strategic approaches. That is the only way we can get enough information to draw up a good strategy.
As Sun Tzu once said: “Everyone can see the tactics I use to conquer, but no one can see the strategy from which great victories are achieved.”
How mature is your company, from a customer-centric perspective?
- Do you always listen to customers?
- Do you consistently track customer feedback?
- Do you act proactively to anticipate customer needs?
- Do you tap into customer empathy when creating processes and procedures?
- Do you respect the privacy of your customers?
- Do you share knowledge with customers? The more they get to know your company, the more loyal they become.
- So you motivate your collaborators to be engaged and recognized?
- Do you systematically improve the customer experience?
- Do you feel responsible for improving the customer experience?
- Do you adapt to customer demands and circumstances in real-time?
“People may forget what you said, people may forget what you did, but people will never forget how you made them feel.” (Maya Angelou)
Text: Luciana Thomaz – Customer Centric Strategy Coordinator at TRATHO
