Customer-centricity has become synonymous with good business in the past few years, whether aspirational or actually practiced at an organization. New research from VisionCritical shows how outperforming companies work to put the customer at the center, providing a great benchmark for everyone else.
According to the results, successful companies engage regularly in two-way communication with customers – 54% are more likely to collaborate extensively in a give-and-take manner. Additionally, these companies are also 24% more likely to offer their customers a seat at the boardroom table.
From a customer perspective, those surveyed say they highly value great customer experiences. So much so that 86% of customers will pay more for a better customer experience, and 70% of them say that buying experiences are based on how they are treated. And to top it off, a customer is 4 times more likely to buy from a competitor if the problem is service-related vs price or product related.
These numbers should come as no surprise, as they are in line with the growing consensus that customers will value customer service over any other brand attribute even more over the next few years. Time to start putting the customer first, always, if your company hasn’t already!