5 Questions you must answer to build a customer-centric brand

Faith Ocampo Published on July 18, 2017

confused business woman surrounded by questions marks

These days, it takes a customer-centric mindset to build a brand that people will love and stick to.

The concept of customer centricity is simple enough to understand. Fundamentally, it just means that a business must focus on providing the needs of its customers, putting consumers’ interests above one’s own, and providing services especially designed to make people happy.
But although it sounds simple, it’s a tough and intimidating mission. Business leaders often don’t know where and how they should start, and if it’s achievable at all.
Taking small steps, however, can make a great difference in building a customer-focused brand. Here are the five key questions you must answer in the process.

1. Are you more focused on journeys or touchpoints?

business partners discussing reports on tablet

Customers often go through a complex series of steps when transacting with a brand, such as when opening an account, calling the customer service hotline, making a purchase, or changing their subscription details.

Integrating all these steps so that the customer experience becomes seamless is a painful process. Mostly, brands fail to do this because their employees have a singular mindset that focuses solely on their individual tasks. Thus, they may be concerned about acing their jobs, but they may not care so much about the customer’s overall experience.

For instance, call center reps may not have any idea about a customer’s previous online activities before they reached out for help. This limited view prevents them from delivering fully effective customer support.

So instead of perfecting individual touchpoints or processes, make it a point to enhance the entire customer journey. Employees must be familiar with all steps and processes a customer goes through to complete a task so they can assist them in better ways.

 

2. Is your data valuable?

miniature businessman figures standing over tablet screen displaying chart database numbers

In a data-driven world, it’s not enough that you’re gathering and analyzing data. The more important question to ask is whether your data is indeed valuable or not. Are they the right types of information to gather, or are you missing crucial opportunities because all you have are the wrong types of data?

The only way to maximize the use of big data is to be purposive about it. Every time you collect and analyze data, establish and clarify your objectives. This ensures that every bit of information you have will be put to good use, allowing you to stick to your organization’s desired direction.

 

3. How well do you understand your customers?

businessman smiling brightly with group people in back

Whenever customer centricity is mentioned, perhaps the first thing we commonly associate with it is a brand’s capacity to understand its customers. For this, you need to develop your capabilities in data analytics.

Your data should help you understand your customers better—why they’re doing what they’re doing and why they like the things they like. If possible, your data should also help you guess when consumers are likely to change their behavior. Very few organizations can do this, as it requires sophisticated approaches and a highly skilled team.

However, if you’re continuously collecting consumer insights and analyzing them rigorously, you’re on the right track. The important thing is to put every bit of your data to good use by making them part of your decision making.

 

4. Do you personalize interactions?

customer service agent working typing on computer

Tracking customer data is a commendable initiative, but the insights you gather should be connected to the crucial processes of your organization. This includes customer support delivery, customer journey mapping, marketing, product development, and other critical aspects of your business.

If you can do this, you’re practically placing your customers at the core of the organization. It will help you tailor all business processes to the preferences and needs of your target market. This is the secret to boosting customer retention and loyalty.

 

5. Can you depend on your teams?

call center team leader talking to customer support agent

Lastly, you can’t build a customer-centric organization if you don’t have the right people on your teams. You not only need highly skilled experts, but people who believe in your brand’s vision. They should solidly stand behind your decisions and help you come up with solutions to the company’s problems.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO Yesterday
#SocialMedia has become an essential tool for brands establishing a connection with their customers.
𝗛𝗼𝘄 𝘀𝗵𝗼𝘂𝗹𝗱 𝗯𝘂𝘀𝗶𝗻𝗲𝘀𝘀𝗲𝘀 𝗯𝗲𝗵𝗮𝘃𝗲 𝗶𝗻 𝘀𝗼𝗰𝗶𝗮𝗹 𝗺𝗲𝗱𝗶𝗮, 𝗮 𝗽𝗹𝗮𝘁𝗳𝗼𝗿𝗺 𝗱𝗼𝗺𝗶𝗻𝗮𝘁𝗲𝗱 𝗯𝘆 𝗶𝗻𝘁𝗶𝗺𝗮𝘁𝗲 𝗽𝗲𝗿𝘀𝗼𝗻-𝘁𝗼-𝗽𝗲𝗿𝘀𝗼𝗻 𝗶𝗻𝘁𝗲𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝘀?

Find out some useful tips here: https://buff.ly/eK8cznZ

----------
𝐏𝐫𝐨𝐯𝐢𝐝𝐞 𝐞𝐱𝐜𝐞𝐥𝐥𝐞𝐧𝐭 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐰𝐢𝐭𝐡 𝐨𝐮𝐫 𝟐𝟒/𝟕 𝐦𝐮𝐥𝐭𝐢𝐜𝐡𝐚𝐧𝐧𝐞𝐥 #𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫𝐄𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞 𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬 𝐢𝐧 𝐨𝐯𝐞𝐫 𝟑𝟎 𝐥𝐚𝐧𝐠𝐮𝐚𝐠𝐞𝐬.

Start elevating your brand's service standards today: https://buff.ly/E4ypAtc

#WeSpeakYourLanguage
#CX #CSat #CustomerService
#SocialMediaCustomerService
Open Access BPO 2 days ago
Today, we celebrate Eid al-Fitr, marking the end of a month of reflection, prayer, and community.

We at Open Access BPO extend our warmest wishes to everyone celebrating.
May this Eid bring you and your loved ones happiness, peace, and prosperity.
We hope you enjoy this special time with family and friends.

Eid Mubarak!

#WeSpeakYourLanguage
#OABPOholidays #EidAlFitr
#EidAlFitr2025
Open Access BPO 2 days ago
𝗖𝗼𝗻𝘁𝗲𝗻𝘁 𝗠𝗼𝗱𝗲𝗿𝗮𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 #𝗥𝗲𝗽𝘂𝘁𝗮𝘁𝗶𝗼𝗻𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗮𝗿𝗲 𝗶𝗻𝘀𝗲𝗽𝗮𝗿𝗮𝗯𝗹𝗲.

These statistics, pooled from various surveys among customers, show why every business needs a team to screen, evaluate, and manage all online content to ensure your brand maintains a good online reputation: https://buff.ly/MpBUNv4

----------
Outsource your #ContentModeration needs to a trusted partner: https://buff.ly/PRIUd8B

#WeSpeakYourLanguage
Open Access BPO 5 days ago
#CustomerLoyalty is a privilege businesses strive to achieve.
𝗔𝗿𝗲 𝘆𝗼𝘂 𝘀𝘂𝗿𝗲 𝘆𝗼𝘂'𝗿𝗲 𝗱𝗼𝗶𝗻𝗴 𝗲𝗻𝗼𝘂𝗴𝗵 𝘁𝗼 𝗸𝗲𝗲𝗽 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝘄𝗮𝗻𝘁𝗶𝗻𝗴 𝗺𝗼𝗿𝗲 𝗳𝗿𝗼𝗺 𝘆𝗼𝘂𝗿 𝗯𝗿𝗮𝗻𝗱?

Take a deep look at the stages of #CustomerLoyalty and see how you can shape your customer experience strategies and get your repeat buyers to continue supporting you: https://buff.ly/mNMdlGq

——————————
Let's create memorable #CustomerExperiences and keep your customers coming back for more: https://buff.ly/0mgDGzC

#WeSpeakYourLanguage
#CustomerService #CX #CustomerSupport
Open Access BPO 7 days ago
A customer-centric support culture is built on a lucid and compelling vision.
A well-articulated 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝘀𝗲𝗿𝘃𝗶𝗰𝗲 𝗺𝗮𝗻𝘁𝗿𝗮 is essential for bringing this vision to life, as it:

• Communicates the intended #CustomerExperience, fostering clarity and understanding.
• Standardizes agent interactions, ensuring consistent brand representation and customer engagement.

The following questions will facilitate the creation of a resonant customer service mantra: https://buff.ly/YMTI4r2

——————————
Get a reliable outsourcing #CX partner with empowered agents who can go the extra mile to deliver exceptional service: https://buff.ly/l4YDYb5

#WeSpeakYourLanguage
#CustomerService #CustomerSupport
#outsourcing