The customer-centered approach is changing the way companies operate and relate to their consumers. Prioritizing the experience at all stages of the purchasing process, this method seeks to understand the needs and expectations of buyers. For that, Artificial Intelligence has become a great ally
This strategy is supported by data from the CX Trends 2023 report. The research showed that 87% of consumers value a good experience during service. On the other hand, 65% of respondents stated that they have given up on buying from a store or brand after having a bad experience.
ToAlan Nicolas, AI specialist for business and founder of Lendár Academy.I.A, knowing the customer is the first step to ensuring a good experience. It is essential for companies to understand the customer journey to provide excellent service. Artificial intelligence can help in this process, providing valuable insights into consumer behavior, affirms
The Customer Journey
Map all interactions between the consumer and the company, from product discovery to post-sale, allows identifying critical points that can be improved to ensure customer satisfaction and loyalty. "Companies that adopt this practice are able to anticipate the needs of their clientele", offering personalized solutions that increase loyalty and drive sales, declare
Alan claims that, with current technology, it is possible to analyze large volumes of data to understand customer behavior patterns. This movement allows companies to meet current demands and anticipate future trends, adjusting your marketing and customer service strategies proactively, punctuate
Practical applications
Companies from various sectors have successfully implemented a customer-centric approach. In the e-commerce sector, for example, many platforms use recommendation algorithms that analyze users' purchase and browsing history to suggest relevant products, improving the shopping experience and increasing the chances of conversion
Furthermore, the service has advanced with the help of Artificial Intelligence tools, like chatbots, that offer immediate support. Chatbots are capable of solving common problems quickly, allowing human attendants to focus on more complex issues. This balance between technology and human service is essential to maintain a high level of customer satisfaction, comment Nicolas.
Challenges and opportunities
Despite the benefits, implementing a customer-centered approach is not simple. Requires investments in technology, employee training and a focused organizational culture.
For the specialist, companies that can overcome these challenges have the opportunity to differentiate themselves in the market. "Those who truly understand their consumers and adapt their strategies are one step ahead of the competition". This translates to greater customer retention, increase in sales and, consequently, best financial results, observe.
Alan Nicolas emphasizes that companies that have not yet prioritized the customer need to adapt quickly, at the risk of becoming obsolete. "The focus on the consumer is not a choice", but another necessity. "Companies that ignore this trend run the risk of falling behind", finalizes
