Listed in: Marketing

Three ways to help achieve customer-centricity as an online business

Customer-centricity is key in helping to maintaining a thriving business, achieving a strong rapport, and increasing business. We’re exploring a few great ways to get to know your digital market better.

3 minute read

As the owner of an e-commerce site, there’s a good chance that you’ve found yourself thinking long and hard about who your key customers are on the other end of the transaction.

Understanding your customers and utilising insights can help drive business opportunities and future growth. Here are three effective ways to help gain a better understanding of your customers through digital channels.  

1. Collect and review information

A tried and true way to gain a better understanding of your business’ target market is by collecting, storing, and reviewing data on your customers regularly.

Creating a customer database is a great way to keep track of valuable information – it can help you:

• figure out where your customers are from, so you can reach them with geographically specific advertising and digital marketing
• discover what your customers are buying and how much they’re spending, so you can identify high-value customers and approach them with timely offers and discounts
• identify your most popular products and services, and explore opportunities to add complementary offers or create bespoke packages
• track sales info and trends accurately, so you can build a clear picture of your business’ activity. 

Online surveys are also an effective way to reach your target market and help get the answers you’re specifically looking for – so that ultimately, you can walk away with a better overall understanding of your customers.

2. Talk to your customers 

Information like sales data and trends is useful, but it can only get you so far. Being a customer-centric business, and understanding your customers on a deeper level, comes from reaching out and chatting to customers directly.

Social media platforms have introduced a whole new way of communicating with consumers. Social media marketing can be used as a direct line of communication.

Customers will be more likely to share their experiences, both good and bad, with a business or service over social media – so acknowledge and interact with this activity. Look at every touchpoint as an opportunity to learn more.

3. Show your customers some love

Let customers know that they’re a valued part of your business. This is a win-win for both sides as you’re also gaining the chance to engage with them and learn more about their expectations.

You could show your customers they’re important to you by: 

• offering rewards, discounts, and incentives through a loyalty programme 
• including the option to tailor your products or services for specific customers – especially if recent customers’ needs haven’t been met 
• making sure your team regularly meet with sales leads, and follow up with a post-sale courtesy message
• being available to your customers as often as possible.

When you know what your customers want from you, you can more effectively deliver it. You can better respond to their needs, build stronger relationships, and show how much you value them.

All of which ultimately helps lead to loyal, happy customers, and positive word-of-mouth. And that’s one of the best forms of business advertising you could ask for.

Related articles

This material is for general information purposes only and does not constitute, and is not intended as, personalised financial advice or as a replacement for legal advice. BNZ strongly recommends you seek advice specific to your personal financial or legal situation from a qualified adviser.