Customer-centricism - how to apply it in the virtual world?

Service Business

In the era of so much competition on the market, brands try to distinguish themselves from each other and compete in acquiring customers in many different fields. Customer orientation, that is, his needs, expectations, way of life and interest become more important than all other strategic concepts of the company. Customer-centricism is more and more commonly used and rightly so, because today the customer is the most important. What is the right customer orientation and what is worth implementing in your company?

Customer-centricity - what is it?

Customer centricity is oriented towards satisfying the client's needs and facilitating all kinds of contacts with the company as much as possible. This approach is based on the maximum adjustment of the company's proposal to the expectations and needs of consumers. The offer addressed to the customer is to be tailor-made, so that he or she has the impression of uniqueness, and thus a kind of exclusivity. The client should feel that the company treats him (if possible) individually and not as one of many who pays them.

Customer-centricity in e-commerce - how to gain an advantage over the competition?

It would seem that professional and ubiquitous customer service and profiling their needs can only be obtained in the case of a stationary store. Nothing could be more wrong - in the virtual world, we can provide an equally high or even higher level of customer service and focus on customer needs. We are helped in this by, among others, the ubiquitous online tools for business.

Learn about the elements that are worth taking care of in the online store so that the customer feels the most important

  • Comprehensive help

A customer who finds his way to your store should feel that he will receive comprehensive assistance at any time while navigating through it. This care can be demonstrated in several ways:

  • Extensive Frequently Asked Questions (FAQ) section

Help section with frequently asked questions. This module should not only cover the basics found in most online stores. It is worth describing here the issues raised by the clients themselves, e.g. as part of e-mail correspondence or social media of the company. A well-developed FAQ should answer questions that a customer may ask in relation to a given e-shop. As a consequence, it will not only provide immediate support, but will also save the time of people who operate the store.

  • Chatbox

Live conversation with the seller. The customer will be able to benefit from real-time assistance, and thus will be able to make faster purchasing decisions. Online chat now allows not only the use of automatic replies (e.g. customer greeting), but also the automation of the simplest help processes by the bot. However, it is worth being moderate in this, because customers still prefer to talk to a real person.

  • Tailored offer

It is worth constantly analyzing the behavior, and thus the preferences of both potential and current customers of the store. Collecting data on the basis of purchases already made and pages viewed will allow for even more precise profiling of the offer to a specific customer. The analysis of the virtual customer path and skilful use of the received data may allow you to gain a competitive advantage for your company. If you use e-mail marketing in an online store, then it is worth analyzing the data from each mailing shipment.

  • Intuitive UX store

Theoretically, everyone knows about it, but not everyone still applies it. It is a pity, because it is one of the basic elements that determines whether a store is customer-oriented or not. The simplest possible purchasing path and transparency of all the processes of navigating the website is an irrefutable proof of the company's focus on the needs and expectations of the customer. Therefore, it is worth remembering that the appearance of the store itself or even the best and cheapest products will not allow us to gain many customers if the entire store is completely contrary to the UX rules.