“Any customer can have a car painted any color he wants, as long as it is black.” The phrase, attributed to Henry Ford, is unusually current in the 21st century. The digital transformation, the agitation of the technological bubble, and the zeal of many organizations to be consistently perceived as innovative have led many to depend too much on digital products.
In times of shrinking markets and international analysts talking about a recession looming on the horizon, the figure of a technology partner with a customer-centric approach becomes a critical success factor.
The customer-centric concept
Deciding to be customer-centric is much more than just a label. It is a much deeper process that involves ensuring that every decision made on a project considers the objectives, purposes, and needs of the client.
Especially in these difficult times of shrinking budgets and growing urgency, a customer-centric technology partner must be able to deliver proposals that may even be detrimental to its interests but can help support and strengthen the customer’s business.
Gartner defines “customer centricity” as “is the ability of people in an organization to understand customers’ situations, perceptions, and expectations” and “all decisions related to delivering products, services, and experiences to create customer satisfaction, loyalty, and advocacy”.
The most important aspect of this definition is that it talks about “people”. This means that the customer-centric culture must be promoted on an organizational scale: everyone in a company, from the leaders down, must be aligned with this objective.
What matters is the experience
Another concept worth highlighting linked to “customer-centric” is “experience”. In a survey conducted by SuperOffice the number one priority for 45.9% of companies for the next five years was customer experience. Far behind came two other variables that used to be critical just a few years ago: products (33.6%) and prices (20.5%).
Indeed, experience matters. And Making Sense is a pioneer and expert in a fundamental aspect: UX (user experience).
For each of our solutions, we carefully consider all of our customer’s requirements – with a customer-centric approach, that is, what they need and not what we are willing to deliver. Along these lines, we plan and design attractive interactions that allow them to complete the actions they want to perform in a simple, intuitive, attractive, and natural way, to deliberately focus on improving their experience.
At the same time, we drive a culture of innovation to continue adding value with new tools.
A win-win relationship
Companies that manage to implement the “customer centric” mindset and deliver the best possible experiences to their customers will be generating two-way relationships. More stable and lasting relationships (or, in other words, lower drop-out rates), the opportunity to grow together thanks to shared knowledge or the co-creation of best practices are some of the win-win benefits.
The main advantage? The solutions delivered are perfectly aligned with their expectations because they were conceived and developed with them at the center of everything.