What is it? Customer focus is a marketing tool that is designed to win over your target audience.
How to implement? Customer focus is more of an abstract concept that implies a positive attitude, empathy, high-level service, integrity, and care. There are no specific instructions for implementation, but there are theoretical and practical tips.
The article explains:
What is customer focus?
Differences between customer moj database focus, customer experience and customer centricity
Types of customer focus
Who needs customer focus and why
5 myths about customer focus
7 principles of customer focus
Examples of customer focus
Checking your company for customer focus
How to implement customer focus in your company
How to understand what the client wants
External and internal customer focus
How to measure customer focus
Risks of a company's customer focus
Top 10 Books on Customer Focus
5 Scenarios for Using Neural Networks to Increase Website Conversion by 40%
Download for free
What is customer focus?
Customer focus is a direction of business or work for the sake of fulfilling the wishes and requirements of the client. The highest level of a specialist's skill: to exceed the counterparty's expectations and receive gratitude from him.
Customer focus rejects the product approaches “You can sell everything” and “A good product will find its buyer”. If a company focuses on them, it first creates a product, and only then thinks: to whom can it be offered. A satisfied visitor with a purchase is the main principle of the approach with customer care. All other actions are subject to the basic requirement.
What is customer focus?
The Australian-born American economist Peter Drucker spoke about the customer-oriented approach back in 1954. In his book, The Practice of Management, the author pointed out that it is the customer who defines the business. In his opinion, the value of the product is secondary, what the customer pays for is primary. The main task of business is to meet the customer's requirements. To hear and satisfy his desires.
Many entrepreneurs confuse customer focus with fulfilling any consumer whim. The most important principle of business is working with your audience. The company's strategy is based on the requests and needs of the client with whom it works.
For example, it is not respectable for a luxury perfume brand to agree to a product giveaway for a repost on social media. A vegan restaurant should not expand its menu because of complaints from meat lovers about its lack in the assortment. The customer is always right if he is from your circle.
The company's profitability is determined by the results of working with the target audience.
According to Gartner, 80% of a company's profit comes from 20% of customers . That's what you need to focus on. Satisfying key customers ensures business success. This is according to a study conducted by the consulting company Invesp. Retaining old customers is five times more profitable than attracting new ones. Five percent of regular customers can increase profits to 95 percent.