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| Business lost Money |
The reason a company loses money is because it is not customer centric - "Not Customer Centric" is an organization or business that does not prioritize customer needs and satisfaction in their decisions and daily operations. When a company does not implement a customer-centric approach, it can create a poor experience. less positive for customers and has the potential to reduce long-term business sustainability.
The story of the company losing money because it was not customer centric
There is a company that is starting to get carried away and forget itself. Because in the past they were being chased by people who asked them for things. As a result, they think they don't need anything called selling. They forgot themselves, and forgot their company identity, which resulted in their company dropping by 50%. So what caused the company's drastic decline?
1. Never took to the field.
They forget them selves and think why are you looking for Q? Who are you? With out realizing it, the competition began to change, many competitors entered, but they were just complacent. When they went out into the field, it turned out that many outlets started not liking them because they used to be very arrogant when someone asked for something and they said they couldn't do it. Because he thinks you need my product and Q doesn't need you.
2. They depend on suppliers and large sales only
So when they were at the bottom everything fell apart. The way to prevent this from happening is that we distribute comprehensive products, not just dominate large sales.
3. They forget their characteristics/identity.
Companies sometimes lose track of their own characteristics and identity. Even though they once created amazing ads with impressive taglines, they then focused too much on generic content that made them forgettable. They forget the charm of the tagline, brand and characteristics they once built. As a result, once loyal customers began to forget about them, and the company's identity began to fade.
The characteristics of a company that is not "Customer Centric" include :
1. Not caring about customer input :
When a company does not pay attention to customer feedback or does not take action on their complaints or suggestions, it can indicate a lack of customer focus.
2. Products or Services That Do Not Match Customer Needs:
When a product or service offered does not meet customer needs or expectations, this can be an indication that the company does not understand or prioritize the customer's perspective.
3. Complicated or Customer Unfriendly Processes:
When purchasing, customer service, or other processes are complicated and customer-unfriendly, it can reduce customer satisfaction.
4. Company is unable to adapt to changing customer needs:
When a company is unable or unwilling to adapt to changing customer needs, it can create gaps that can harm business relationships.
Customer Centric Conclusion:
A Company or organization that is “Customer Centric” will strive to understand customer needs, provide positive experiences, and continually strive to improve their products or services based on customer feedback. This approach can help companies build strong relationships with customers and support long-term growth.
* This article was published on the YouTube channel: Dr. Indrawan Nugroho*