Technology Paving the Path for Better Consumer-Centric Approach for Businesses

Let’s face it: the customers rarely do what you expect or what you want them to do. Despite turning the process cycles for maximizing the customer’s lifetime value to maximize the value at every stage, the businesses are struggling to keep up with the customers loyal amidst the changing trends. Why? The customer experience has moved beyond the 360-degree view and best recommendations are now reimagining the customer experience has now become a need of the hour.

However, by crafting the out-of-box customer experience the businesses have not succeeded thoroughly in making their journey more customer-centric. There is a lot of void space that needs to be filled.

Here’s the Difference Between the Customer Journey and Customer Experience

The customer journey is the path that’s followed by the customers from point of entry to exit. For instance, a customer opens the app, browses the offerings, adds some products to the cart, and then checks out or abandoned the cart. The customer experience is the overall experience that a customer gains during the journey which will leave an indelible impression on his mind. The experience can be positive, negative, or neutral.

The customer journey can be made customer-centric when the businesses think innovatively by putting themselves in the customer’s shoes and walking through the path that a customer takes to interact with the business rather than the path you want them to take. Sounds confusing?

Let’s Discuss in Detail What a Customer-Centric Approach Is

It’s the hottest trend in the market that has become a sacred belief of the businesses falling under a diverse range of the industries. With customer-driven strategy, the businesses cannot just make the customers happy by taking their feedback, while they can complete the success equation by understanding the customer’s needs and then tailoring the product to the changes required.

It brings two distinct advantages to the businesses- it allows the businesses to listen to the customer experiences so that services can be improved further and basics can be fixed, and become customer-centric so that they can stand out in the competition and seize an extra edge being the forerunner in listening to the customer’s needs.

The customer-centricity is a new structure that can be turned into a reality with data-driven customer science. Theoretically, there are seven pillars- Customer experience, communication, loyalty, feedback, price, promotion, and assortment that enable businesses to build customer-centricity which further helps to analyze the customer perception against every pillar to unveil whether customer-centricity is activated or not.

Adopting the pillars goes a long way in winning the customers loyalty, but the path that customers take is no longer linear and the journey changes in clear conditions. That’s where keeping up with the fundamental needs of the customers is vital.

A Game of Micro-Moments!

Yes, you guessed it right. The Google micro-moments help businesses to craft the strategy and take the right decisions by orchestrating all the touch points that best fits the customer needs.

Basically, there are four moments when the customer turns to their device that’s- to know, go, do, or buy, which offers a great opportunity in understanding the customers, improving the brand engagement, and improving the mobile conversions.

Applying the conceptual model to the mobile app designing and development, the businesses can assure the customers that they will get the services at their disposal when they need them, the app is jam-packed with important features and contextual content, and the customers will get the outstanding experience across all the channels.

In this manner, the customers will get what they want, when they want, and how they want at a time of their choice. Delivering the customers on their needs at the moment enables the brand to earn a good rating and stand high on the customers’ scoreboard.

How Can Technology Help Businesses Accomplish Their Goals with the Customer-Centric Approach?

Discovery Workshop

Directly diving into the app development process without having any clue about the target audience, competition, and monetization strategy is not a mindful decision. The abrupt starting of the app development may lead to the creation of an app that will neither meet the user’s needs, nor be of any assistance in achieving the business goals.

The pre-development research of an app idea is to check its viability and validity so that the businesses won’t end up spending time and resources on an app idea which users don’t need.

The pre-development research is also famously known as a discovery stage, where the company helps you analyze the competition to position the app for success. It also lets you know the target audience, their expectations, and unearth the ways through which business can monetize using advanced analytics tools.

Taking a step further, when it appears the app idea is worth the money and has the potential to stay profitable in the long run, then the company also aids in creating the minimum viable product (MVP) of the app idea to test it in the market and get the feedback from the real users.

This approach helps in building the customer-centric app and if something is missing, it could be known at an early stage with MVP launch.

Optimize the Product or Services

The products are built with ‘outside in’ approach to ensure product superiority, and customer-centricity goes hand-in-hand. The buyer-driven approach is driven by research and technology adoption to develop the custom solutions that solve the customer’s problems and help in gaining the customer’s share rather than market share. This technique enables businesses to stay product-centric alongside customer-centric.

The product or service optimization doesn’t end with product development. Instead, the customers listened and the app performance is continuously monitored using advanced analytics tools for responding to the evolving customer’s needs and ensuring their engagement by upgrading the app with new additions and improvements. Also, don’t optimize the digital product by taking a single customer journey into account because it limits the scope to reach potential buyers.

In this way, help the businesses champion customer-centricity and keep the customers at the heart of the app forever through a customer-centric product.

Optimize the App Marketing

At the pre-development stage, using advanced algorithms, the possible user actions are predicted that helps in identifying which actions the user will prefer to perform at first. The A/B testing is also leveraged to optimize the features so that customer journey will become smooth and more users can be brought down the sales funnel.

Post-development, by the mobile app marketing services such as app marketing and research, app marketing preview, app store optimization, social media marketing, app review submission, and PR and landing page creation that boost the app’s visibility, downloads, and user engagement.

Further, the progress of app downloads, customer’s activity, and current trends are regularly tracked to gain the insights into the business success, and bring the changes required to keep the app flying high and reach new heights.

With professional project handling, brilliant marketing strategies, quality marketing solutions, and superior implementation, the team enables the mobile app to get a grand presence in the market.

Optimize the Customer Journey Points

Enhancing the awareness could help you bring more users to the app, but making them fill a form or make a purchase is not possible unless the app on-boarding and the contextual content intrigue them. A single effort in the customer journey and any irrelevancy will immediately make the customers exit the app.

Understanding the target customer’s behavior and their interest, the content is optimized so that relevance can be maintained and the customers find it valuable across the journey to the app. In place of optimizing the banner ad, it’s better to optimize the customer research to make the app customer-centric.

By comprehending the customer insights and contextual actions, the unique customer experience is integrated into every customer journey to make every touch-point customer-centric.

Conclusion

Riding on increased mobile penetration and usage, digital technology has paved the way for a business strategy that’s focused on the customers. The businesses across the world are warmly-embracing the digital roadmaps with advanced technology to visualize changing markets and seize the opportunities of evolving customers to bring a customer-centric change.

Customer-centric is the new norm that helps in rising above the noise and clutter in such fierce competition. The customer-centric approach and leveraging effective technology, that’s a stepping stone to iconic business success.