Meg Sangimino

A Founder’s Guide to Building a Customer-Focused Company

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When making decisions, do you start by looking at your balance sheet or your customer feedback? If you want to grow your business and keep your customers loyal, we suggest using customer-focused strategies to guide your choices.

The best thing about customer focus is that it doesn’t require fancy tools or skills. It simply requires a dedication to listening to what your customers need and delivering on it.

In this guide, we’ll show you how to build a business known for its commitment to the customer.

What is customer focus?

Customer focus is a strategy that puts customers at the center of business decision-making. Customer-focused businesses make decisions based on how those decisions impact customers — as opposed to focusing on profits above all else. It’s a long-term strategy that develops loyalty and builds trust.

Customer-focused companies dedicate their efforts to uncovering and meeting customers’ needs, delivering excellent customer service, and incorporating customer feedback into product design and other business decisions.

Why is customer focus important?

The rewards of customer focus are two-fold:

  1. Engaging for your customers: Your customers want to be listened to. According to research by Salesforce, 62% of customers expect companies to adapt based on their actions, feedback, and behaviors. If you aren’t listening, your customers will find someone who will.
  2. Good for your business: Because of the numerous benefits that customer focus brings to your business, you’ll be more successful overall. In fact, customer-centric companies are 60% more profitable than companies that do not make decisions with a customer focus.

Making decisions based on your customers’ needs and goals puts you in a better position to build relationships, help customers become successful, and adapt to changes in the market.

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