customer centricity in the digital age

in the digital age

CUSTOMER-CENTRICITY

aids in personalising business services, for greater customer-centricity

DIGITISATION

of a customer’s relationship with a company will be managed without even talking to a person.

By 2020,

85%

As predicted by a recent Gartner survey

can reduce costs, increase sustainability, and facilitate improved mobility and customer relationships

DIGITISATION

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Fast response time High qualityproducts

Exceedsexpectations

The formula for a good customer experience

Customised service

You need systems in placethat allow you to provide swift— if not instant— responses

Quality is a non-negotiable,and saves customers the expenseof constant troubleshooting

Gathering customer data allows you to cater to theirspecific needs with eachinteraction

Providing extra-mile serviceand post-sales follow-upbenefits you in the long run

of a customer’s relationship with a company will be managed without even talking to a person.

According to one study,*

86%

* Harris Interactive 2010

The best brandsfocus on relationshipand service

increase in profit is achieved by a 5% increase in customer retention.

At least

25%

* Bain & Company - Prescription for Cutting Costs

your customers’ challenges and understand their industry and concern

KNOW

ESSENTIAL STEPSfor delivering a superior customer experience5

1 Stayconnected with your customers

Essential steps for delivering a

superior customer experience

1 Stay connected with your customersDon’t lose sight of customer needs and preferences. Invest in data gathering that will allow you to constantly receive fedback from customers.

2 Achieve greatercustomer empathy

Achieve greater customerempathyUnderstand your customers’ industries and concerns. Your e-mail communication can provide value by answering their pain points and offering products that solve their problems, and their most pressing needs.

Essential steps for delivering a

superior customer experience

2

3 Add more valuewith increasedproductivity

3 Add more valuewith increasedproductivityOptimise scalable digital solutions and automation to provide more customer service and solutions for the same cost.

Essential steps for delivering a

superior customer experience

3

4 Diversifyrevenue sources

Diversifyrevenue sourcesExplore new opportunities to serve your customers. Use customer feedback and data as well as innovative thinking to create new solutions that meet customers’ growing and changing needs.

Essential steps for delivering a

superior customer experience

4

5 Collaboratewith new partners

Collaboratewith new partnersFind new ways to outsource non-strategic functions to allow your team to focus on their expertise. This improves efficiency and effectiveness of your core business functions.

Essential steps for delivering a

superior customer experience

5

to SMB growth and success is to develop mutually beneficial relationships between

your SMB and your customers

THE KEY

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