Blog

Why Customer Focus is Key to Unlocking Growth

Category : Growth Marketing Author : Team Amura Date : 16 Sep 2019

For your business to keep growing, you need to adhere to a growth-oriented mind-set and incorporate some key tactics into your marketing strategy. The fundamental tactic of growth marketing is about attracting engaged customers which makes it pretty evident what lies at the centre of your marketing focus – your customers.

You might be familiar with the line: It takes years to build a reputation but just moments to ruin it. This line, in itself, highlights how important keeping your customer happy and satisfied. Customer happiness and the success of a business are co-dependent; hence businesses are focusing more on delivering an exceptional experience to their customers, through their products and services. How you treat your customers goes much beyond having a customer service team, it indirectly reflects your brand's values.

Customer-centric Growth

Most successful organizations put their customers’ need before anything else. They even consider customer service as the top-most priority for their businesses. Earlier, marketing was all about brand promotion and improving the quality of the products or services offered by the brand. Bigger and well-established brands always care more about the experiences and services of their customers because they know having a group of loyal customers is like having a top rating for your business. Acquiring newer ones after that becomes a lot easier.

With changing consumer psychology, expectations about brand interactions continue to rise. Customers today place more emphasis on experiences; therefore the one metric that should matter to your business is your customers’ behaviour trend. Keeping this as your end goal for decision-making can help you to gain a competitive edge over others. By adapting your value proposition based on how your users are responding, will help you to prioritize which experiments to run; thus delivering more relevant customer experiences and ultimately, achieve growth.

The Importance of Customer Service

With time, this customer-centric attitude has shifted the focus of most businesses to customer service. Nowadays, businesses make sure they go out of their way to set up the right customer service team with people who are skilled in the art of handling and extending help to customers. Though the scope of customer service varies with the industry and nature of a business, the main focus remains the same - easily solving any problem related to your product/services and ultimately easing out the burden of your customers.

An apt example of this would be Amazon Go. This retail outlet operated by Amazon eliminates the hassles faced by most consumers – checkout lines. This shopping mart functions without a checkout counter. With the help of artificial intelligence, customers can check out their items themselves thus making the shopping experience much easier for customers. This technology-driven solution saves a ton of time from the waiting queues at the checkout for its customers. Thus, Amazon has given a whole new meaning to customer service with the end goal of keeping customers at ease.

Elements of Customer Focus

We went through why being customer-focused is important, but what are the actual actionable pointers when it comes to implementing that customer-first attitude? Here are four basic elements of customer focus:

Elements of customer focus

Customer is the King

Needless to say, being customer-focused is a lot more nuanced; going beyond these four basic tactics. But they provide any business with an excellent starting point. Understanding your customers’ needs is the most important step towards determining your communication strategy. By unlocking insights into your customers’ behaviour, you can work with the one message that resonates most effectively with your audience. Keep this as your guiding metric and run tests to scale the strategy that works the best.

At Amura, we specialize in nurturing your customers across the entire funnel and providing them with a seamless experience. That way, they are not only your loyal customers, they are also your brand’s spokesperson. With a decade-long experience as a growth marketing agency, our team of dedicated growth marketing experts has helped over 250 businesses grow to their potential. We try newer hypotheses, put them to the test, and quickly zero in on what works.

Back     Enquire Now

Leave a comment

Your comment has been submitted for approval.
Error : Please fill all the details Properly.




Comments (38)

  Caleb posted about 2 months ago

The resources presented in this site are of very good quality. It's as good as attending a university class. I am very thankful for this.

Leave a Reply

  Pink posted about 2 months ago

In addition, every company needs to have a customer service charter. It helps them stay focused on their goals as pertains to their customers.

Leave a Reply

  Anny posted about 2 months ago

I find companies that don't have a customer service department in a bid to cut cost laughable. It's like shooting one's self in the foot.

Leave a Reply

  Sean posted about 2 months ago

I wish you had shared more examples of companies that have done well in customer focus. I am happy to see Amazon doing well in that front.

Leave a Reply

  Laura posted about 2 months ago

The four basic elements of customer focus are truly eye opening. I like how this article has broadened my perspective.

Leave a Reply

  Terry posted about 2 months ago

The worst thing ever is a company that has lost touch with its customers. That usually spells doom.

Leave a Reply

  Desma posted about 2 months ago

The act of aligning the company strategy with the customer needs and interest is something every organization should absolutely do. The benefits are immense!!

Leave a Reply

  Olga posted about 2 months ago

I wish I had discovered this site much earlier. I have already learnt so much :)

Leave a Reply

  Penny posted about 2 months ago

I will be sure to share this awesome article widely. I know lots of people that would find it useful since they are in the customer service industry.

Leave a Reply

  Marley posted about 2 months ago

The customer is the lifeline of any company. This cannot be stressed enough.

Leave a Reply

  Rickard posted about 2 months ago

The key is to identify the message that most resonates with your customers. Everything else falls in place after that.

Leave a Reply

  Sylvia posted about 2 months ago

An interesting observation I have made recently is that many websites have a bot that chats visitors in a bid to better their experience. I found that very innovative.

Leave a Reply

  Storm posted about 2 months ago

It's encouraging that many companies have really stepped up when it comes to customer service. That can only mean good things going forward.

Leave a Reply

  Anderson posted about 2 months ago

Customer retention ought to be on top of every comapny's priority. As you point out, it is easier to sell to returning customeres than cultivate new ones.

Leave a Reply

  Shantel posted about 2 months ago

Gathering customer information constantly is kind of like a double edged sword. On the one hand, it improves your service but on the other hand the customer may not be comfortable with all the information collected about them.

Leave a Reply

  Louis posted about 2 months ago

Amazon Go is a stellar example of what good customer service should be. I hope most companies can borrow a leaf from them.

Leave a Reply

  Daphne posted about 2 months ago

The most successful companies usually have a very strong customer service team. That just shows how important the customer is.

Leave a Reply

  Oliver posted about 2 months ago

I have got so much insight as regards customer relations from this article. I never knew it went this deep.

Leave a Reply

  Patricia posted about 2 months ago

A happy customer translates to a healthy company. The customer is always right!

Leave a Reply

  Meg W posted about 2 months ago

I agree that it can take years to build a reputation and just a few moments to destroy it. We should therefore protect it as much as possible especially as a business.

Leave a Reply

  Roy posted about 2 months ago

No business can achieve any kind of growth without customers. Therefore it's a no brainer that the customer should be the central focus of any business.

Leave a Reply

  Bill posted 2 months ago

Any marketing strategy is focused on the customers because they are the ones to bring the needed growth. So you are on point

Leave a Reply

  Vanessa posted 2 months ago

Clients are the heart of the business if the interaction with them is not efficient then it stucks the company growing.

Leave a Reply

  David Tjoe posted 2 months ago

Well, companies need to prioritize good service to customers. However, if not monitored, it will damage the company's reputation. I once gave up my intention to purchase a product because of poor customer service. However, the company doesn't seem to be aware of this as I personally did not report this customer service behavior.

Leave a Reply

  Edwin Kamau posted 2 months ago

Customer at all times is the priority. Everything in a business evolves around the customer.

Leave a Reply

  conrad pranze villas posted 2 months ago

I love the idea. This article is a good read. Thank you so much!

Leave a Reply

  conrad pranze villas posted 2 months ago

I am really happy to come across this site. I have been sharing this with my friend for some time because of the things that I can learn.

Leave a Reply

  Oyeyipo Oladele posted 2 months ago

I love Customer care importance as explained here. Thanks for this tips.

Leave a Reply

  Alex posted 2 months ago

I agree or at least it is one of the key. For one we are always thought the keep your eye on the ball mindset. It is easier said than done but it is a must.

Leave a Reply

  Alex posted 2 months ago

This is one of those questions that can be subjective. However, it can be summed up by this. Take care of your people and the profits will come. Happy customers and employees will mean growth in the long run.

Leave a Reply

  Mayo Torres posted 2 months ago

I think that the most important thing is to retain the client so that they do not feel motivated to see other proposals and attract new clients for the exponential growth of the company.

Leave a Reply

  Susy R posted 2 months ago

I slightly disagree that the customer is king. This statement seems to be no longer valid. But we do need to focus on customers, but only potential customers.

Leave a Reply

  Oyeyipo Oladele posted 2 months ago

The importance attached to customer services should be handled with care and fancy. Reaching put to your customer makes them feel human. Thanks for this good post.

Leave a Reply

  Rajaé Powell posted 2 months ago

I agree that the success of businesses is a function of customer satisfaction. The four elements of Customer Focus given were indeed insightful. I experience this with Amazon, so I know how practical they can be. Highlighting the element of gathering information constantly, the importance of this can be seen in increasing investments in Business Analytics. Speaking of investments, based on what I have gathered in this article, people satisfaction and retention can be seen as crucial investment for businesses. I have never thought of that before. Thank you.

Leave a Reply

  Shweta Gadad posted 4 months ago

Nicely written blog. I agree with the importance of a customer-centric marketing approach.

Leave a Reply

  Ahana sheikh posted 4 months ago

As a business in 2020, if you don't look after your customers they wouldn't care about you as well. Thanks for sharing.

Leave a Reply

  Pratik Zambare posted 4 months ago

While this has always been true, we are now understanding why a customer-focus is necessary for success today.

Leave a Reply

  Shweta G posted 4 months ago

Rightly said. Thanks for this insightful read.

Leave a Reply