MORGEN Glossary
Customer centricity
Customer centricity is a business approach that aims to put the customer at the center of all business decisions. It is a business philosophy in which all aspects of the company, from product development to customer service, are geared towards maximizing customer satisfaction. Customer centricity is based on understanding and meeting the needs and expectations of the customer. It promotes customer loyalty and strengthens the company's competitiveness. Ultimately, customer centricity aims to create a lasting and profitable relationship between the company and its customers.
Terms of customer centricity
- Conversion
- Cross-selling
- Customer Engagement
- Customer Experience
- Customer Experience Management
- Customer Journey
- Customer Lifecycle
- Customer Lifecycle Management
- Customer Relationship Management
- Customer centricity
- Customer loyalty
- Customer satisfaction
- Multichannel marketing
- Omnichannel
- Omnichannel marketing
- Persona
- Retention rate
- Touchpoint
- Touchpoints
- Up-selling
- User Experience
- User experience
- Voice of the Customer
Methods for increasing customer centricity
- A/B testing
- Customer Analytics
- Customer Feedback Management
- Customer Journey Map
- Customer feedback analysis
- Customer profiling
- Customer profiling
- Customer satisfaction survey
- Customer segmentation
- Customer surveys
- Heatmap analysis
- Personalization
- Predictive analytics
- SWOT analysis
- Sentiment analysis
- Service Blueprinting
- Social Listening
- Usability testing
- User tests
Measuring customer centricity - KPIs
- Average Order Value
- Average Resolution Time
- Average order size
- Cart abandonment rate
- Churn rate
- Customer Acquisition Cost
- Customer Effort Score
- Customer Lifetime Value
- Customer Satisfaction Score
- Customer acquisition costs
- Customer conversion rate
- Customer retention rate
- First Contact Resolution
- First response time
- Net Promoter Score
- Repeat purchase rate
- Response time
- Social media engagement