The goal of customer centricity is to create an experience tailored to the expectations and needs of customers in order to create a stronger emotional connection between users and brands.

To achieve this, it is important to strategize from the customer’s perspective, focusing your goals, products, processes and policies on delivering the best customer experience.

Covisian Group, an expert in innovative customer engagement solutions globally, manages more than one million interactions per day across seven countries and with its new corporate identity and new corporate clan, Tech. People. Smiles” – the company has set as its goal the satisfaction and happiness of brands and end customers, a prime example of a customer-oriented strategy.

To better understand how to implement customer centricity, Cesar Lopez, CEO of Grupo Covisian for Iberia & Latam, explains some of the aspects to consider in the process:

• Customer Service: It’s important to be prepared to respond to peak interactions quickly and across any communication channel. Personalized and multi-channel attention will be the key to differentiating us from the competition. In this case, AI bots are great allies, as are tools that allow you to respond to customer requests through video calls or cobrowsing. For example, the Covisian Vivocha platform combines video, voice, chat and digital interaction tools to communicate effectively with customers.

• Logistics: Keep in mind that deliveries of products must be made in short periods of time, as well as set the most economical possible transportation costs and provide the consumer with as much information as possible about the logistics of their order: location, delivery date. company, etc.

• Gap in empathy. In many customer engagement strategies, customer and company expectations do not match. By guaranteeing this “empathy”, companies manage not only to maintain customer loyalty, but also to ensure a return on investment.

• Refunds: Refunds are also a very important part of the 360 ​​experience. Therefore, it is important to have a reliable and accessible process that guarantees this activity. In this part, the multi-channel strategy should also be enhanced by the inclusion of software that allows the customer to direct one or more products through a chatbot without the need for a human consultant.

• Customer knowledge. Customer journey analysis is a way to identify customer pain points throughout the process. In addition, valuable insights can be extracted during customer interactions using business intelligence systems to enable predictive models that help improve the entire experience.

“Providing a customer-centric strategy means increasing the customer’s lifespan and therefore optimizing their cost of acquisition, which are two fundamental metrics for quantifying the benefits of this strategy,” Lopez said.

While these tips are valid for enhancing a company’s knowledge in terms of customer experience, it’s a good idea to turn to outsourcing professionals to complete them successfully and keep costs as low as possible.

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