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5 reasons why customer centricity leads to success

Customer service shouldn’t be a department, it should be a customer centric philosophy that businesses hold close to their heart. There have been many discussions online about putting the customer first and the revenue will follow. Both the company and the customer are striving for the goal: each other’s success. You want your service to help them succeed and when they succeed your company wins because you’ve just adopted another happy, loyal customer. It’s a really nice cycle.

Here are a few differences relevant engagement and customer-centricity can make for your business:

1. Turns passive customers into active evangelists who will recommend your brand to their networks and social circles (referrals are a strong channel of revenue)
2. Creates loyal customers who are willing to “stick with it” by building trust with them and your product or brand (this comes in handy when renewals come around)
3. Opens up direct channels of communication from customers and develop a customer-centric feedback loop
4. More tolerance (and forgiveness) to flaws in your product from your loyal fans, giving you extra time to fix them (but don’t take this for granted!)
5. Promotes reciprocity: customers will be more willing to go out of their way to help your business in return for the excellent service you provide

Customer centricity leads to success because it builds the type of community businesses are striving for with their customers that stems from organic and mutual benefit.

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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