Who runs the business? The CUSTOMER.
The Customer is king.
It is not just a phrase, it is the reality of the present day business environment.
The customer is at the center of any business that wishes to succeed.
The customers realize their strength and enjoy the power to bring business or take it away. This is the reason why companies today are getting more customer-centric.
What is customer centricity?
Customer centricity is doing business with the users in a way that provides a positive experience before the sale and after it. In other words, keeping the needs of the customer at priority is customer-centricity.
It becomes most important to gain repeat business and customer loyalty.
The logic of customer centricity lies totally valid and makes sense. It is the customer that shows faith in the product, brings business and grows the business by sticking around. With the rise of e-commerce, the customer holds the power to make or break a business brand.
How important is customer centricity?
According to a study by Econsultancy, the most important characteristic in order to establish a truly “digital-native” culture leading the responses with 58% was to be customer-centric.
Paying attention to the customer’s need and demand helps the business in many ways. Feedback from the customers helps understand the buying behavior and interests. It can help identify opportunities to create products and services for your best customers. It can help recognize the top spending customers by the customer lifetime value.
What makes a customer-centric environment?
Also according to AMA.org, there are 7 pillars to being customer-centric
- Experience: Make the customer experience easy, enjoyable and convenient.
- Loyalty: Loyal companies reward shoppers in ways that are meaningful to customers.
- Communications: Personalize the message to customers, based on what they buy, and in a way they like.
- Assortment: Have the right products and a strong variety to meet customers’ needs.
- Promotions: Leverage promotions on the items that are most appealing and often purchased by current customers.
- Price: Brands need to have pricing that customers perceive as fair.
- Feedback: Hear and recognize customer concerns.
What do companies do about customer centricity?
The companies, established or startups, understand the importance of customer centricity and are taking steps towards the same. Especially the new age companies keep their customer at the center of any business decision or strategy.
These efforts are being rewarded with loyalty by the customers and in turn business growth.
Brands like Flipkart, Redbus, Bookmyshow, Oyo Rooms, Swiggy, and Myntra are providing the consumer with an experience that is entirely new. They have revolutionized the way people shop for clothing, manage their travel, book their tickets, choose hotels or order food.
In turn, customers have also realized their power and learned to demand the better experience.
They know that their feedback can cause a positive or negative impact on the company. Customers know their worth and the companies make ends meet to deliver to the best customer experience.
What the biggest names in the business world have to say about customer centricity.
Jeff Bezos, the founder & CEO of Amazon says, “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.”
Doug McMillon, the CEO of Walmart, says, “There are so many new ways to serve customers. Technology, data, and information are opening new doors for us to lead through. Our purpose of saving people money will always be relevant, but we’ll do it in new ways.”
Tony Hsieh, the CEO of Zappos, says, “Customer service shouldn’t just be a department; it should be the entire company.”
Bill Gates, the founder of Microsoft, says, “Your most unhappy customers are your greatest source of learning.”
Jack Ma, the founder of Alibaba Group, says, “Forget about your competitors, just focus on your customers.”
As per Business2community.com; Customer loyalty is defined as “A buyer’s preference for doing business with a particular business establishment.”
It’s the relationship between a satisfied patron and the business establishment he frequents.
It can be the online website, a particular clothing brand or even an ice cream shop.
Customer loyalty goes beyond just enjoying the services or products a business offers. It’s enjoying them so much you’ll promote them, go out of your way to seek them, or attach them to your best memories.
We at GrabOnRent
The yardstick we measure our growth with is customer happiness.
This was our saying back in 2016 and we stand by it today as well. We have always adhered to this philosophy because the customer is at the center of any business that wishes to grow.
We at GrabOnRent take customer feedback very seriously, and make it a point to address every response and try to better ourselves with every step we take.
Our journey to serve our customers
Grabonrent is a company that started back in 2015 and has come a long way since. We have grown in terms of products, business, team members, customers and even the happiness quotient, the HQ.
Yes, we have worked very hard to provide the best of products and the best of services. We have delivered on our promises with utmost honesty. And, we have made mistakes and learned to better ourselves. But this is not the only reason we can be proud of what we have achieved.
The biggest reason, we could grow is our customers. Our customers trusted us once and kept coming back. They believe in us and their endless love has brought us to this point. We started by providing our services in one city and today we cater to four major cities in the country with the plan to keep adding to the list.
None of this would have been possible if our HQ was not as high as it is.
The customers make us who we are and reward us by coming back to us with the love and trust that they do. I am proud to say that our Grabonrent family is expanding every day and we are welcoming happy customers into our world every day.
It brings us great pleasure to tell you that we have successfully delivered to our first 20 customers in Mumbai and Gurugram. We are indebted to the customers who believed in us when we are starting fresh in this new space. Serving these first few customers was a wonderfully humbling experience.
We were delighted and filled with gratitude to serve the people who joined our family and accompanied us into this horizon. We were nervous yet excited to expand to new cities. But your love and affection made us realize that we are not alone in this journey. We have you by our side and that is all that really matters.
You have always been our companion on this journey of growth. Even today when we move ahead, we welcome you and thank you for walking along with us.
And to mark this milestone, our team members personally made the delivery of the products to the doorsteps. Not just as a gesture to mark a new part of our journey; but as a token to thank you for everything you have done for us and to help us achieve everything we have.
Every customer is important
We have always tried our best to serve every customer with the utmost level of respect and efficiency. Yet, there have been times when the HQ for some customers was not very high. It deeply distressed us, as a family member was not happy. How could we let that be?
We were determined to make them happy again. So, we hand delivered customized apology cards to the customers with the promise to leave no stone unturned to keep them smiling.
It is our highest priority to keep our promises, to deliver quality products and, to never let our customers be unhappy again.
One big learning we draw out of this experience – never run away from your customers, they are your biggest assets and source of market evaluation.