A client-centric company is one that works to build a lasting relationship with its customers by providing an exemplary experience both before AND after the sale.
Customer-centric companies don’t believe the sale ends as soon as you sign. We know that we are ALWAYS competing for your business. And we’re grateful you chose us over all the competition out there. We know that, without you, we wouldn’t exist. Client-centric businesses like Phoenix Online Media do everything they can to keep you happy and help your business reach its goals.
What Does it Mean to Focus on the Sale?
We’re willing to bet this has happened to you:
A company reaches out to you – or maybe you called them. They may be selling a service, like digital marketing, but it could also be a physical product. In either scenario, before you sign on the dotted line, they’re your best friend. Every call is returned in a matter of hours – or even minutes. There’s no question they can’t answer, no guarantee they won’t make. You need X? Heck yeah, we can do X! And we’ll throw in Y and Z, too.
Then, you sign the contract. Almost immediately, things change. Nobody picks up when you call. A lot of times, you have to call two or three times before you get a call back. When something goes wrong – or even just needs a bit of tweaking – you can’t get the time of day.
If this sounds familiar, then you know what it’s like to do business with a company that focuses on the sale, not the relationship.
Understanding the Client-Centric Philosophy
It’s important to understand that being customer-centric is more than the latest buzzword (especially since it isn’t really a new idea). Instead, the entire culture of the company centers around the client. We want you to think of us as a partner, not just another vendor.
Key tenets of the client-centric philosophy include:
- Knowing your business inside and out
- Understanding your needs
- Satisfying your needs
- Measuring our success in meeting your needs
- Consistently delivering on our promises
- Receiving regular feedback so we continuously improve
At the end of the day, our top goal is creating a great experience for you. And we’ll do whatever we have to do to make that happen.
Client-Centric Is Win-Win
So far, this almost sounds like we think we’re doing you a favor by being client-centric.
We know that what’s good for you is good for us. Satisfied customers are loyal customers. When we continually meet your needs, we know that you’re more likely to stick around. What’s more, you’re more likely to spread the word, gaining us new clients in the process.
It’s also a well-known fact that it’s cheaper to keep a client than it is to find a new one. A good analogy is the cost to recruit, onboard, and train new employees. According to “Harvard Business Review,” it takes about a year before a new employee becomes productive.
Bringing on new clients requires that same type of energy. During your first few months with POM, our team comes together to complete an enormous array of tasks. It may not take a year, but it’s a good 90 days before we see a return on our “new customer investment.” Helping existing clients win new business is a much more productive use of time and energy.
Client-Centric Is More Important than Ever
In the digital age, focusing on the client takes on a whole new level of importance. Thanks to Facebook, Twitter, and other social media platforms, it’s never been easier for unhappy customers to share their grievances.
Remember the United Airlines debacle? The airline overbooked a flight and then made things much worse when Security forcibly dragged a passenger from his seat. Other passengers recorded the incident and posted the videos all over the Internet. “Forbes” named it the biggest travel story of 2017. Two years later and the airline still hasn’t completely recovered from that PR nightmare.
This is also an example of why client-centric has to be part of your company’s culture, not just a whim management decides to take for a test drive. We’re not saying that employees of customer-first companies don’t make mistakes. (We do.) But, when creating an amazing customer experience is the driving force of your business, that type of mistake is much less likely.
How Does Client-Centric Benefit You?
On an individual level, you already know what customer-centric feels like. Think of your favorite restaurants and stores. How did they earn that status? By never taking your business for granted. Through their every action, these companies demonstrate that they know you could eat or shop somewhere else. They’re grateful that you choose to spend your hard-earned money with them.
You should get the same feeling from your search engine optimization company.
When you choose a customer-centric company to handle your SEO needs, your business gets a true partner. Every day, the team at Phoenix Online Media is grateful that our amazing clients let us do work that we enjoy and believe in. And we know that if you aren’t successful, we aren’t successful. Contact us today to learn more about how we can help grow your business.