If you are in business, you know that you are not alone. No matter your market, there are competitors vying for your customer’s business. Customers have more and more access to information through social media and the internet. They can easily research the vast array of options they have.
So how can you differentiate yourself from your competitors? How can you ensure your customer’s loyalty?
Companies who are able to create a customer centric environment have a huge advantage in the market.
Customer Centric – placing the customer at the center of a company’s marketing effort, focusing on customers rather than sales.
A customer-centric approach can add value to a company by enabling it to differentiate itself from competitors who do not offer the same experience.
My husband goes for breakfast on Wednesday mornings with his network. He told me a few weeks ago about his favorite restaurant, Petinos. About two Sundays ago we tried to go with the whole family, but when we arrived, we saw a lineup of customers that went all the way to the outside of the restaurant. Not in the mood to wait, we chose another restaurant.
Last Sunday out of curiosity, I decided I had to try Petinos again. I think there was an even bigger lineup this time. I was curious since in this same area, there were at least 3 other breakfast restaurants that had no lineup. I was determined to see what was so special about this place.
It took about 45 minutes before we were called for our table, I was hungry and the kids were cranky. Our expectations were high but Petinos did not disappoint.
What made them so special? In one word, it was clear they were “customer-centric”.
Their philosophy?
“Petinos likes to pride itself in it’s over attentive service and (almost) endless variety of dining options.”
Their slogan?
Where Breakfast Never Felt So Good!
They definitely lived up to their motto. There was a variety of choices that you don’t find in any typical restaurant. They had servers who clearly were passionate about what they do. There was not one server that did not have a great energy or smile. Despite the crowds and rush, they were able to still be attentive to their customers, without lacking their passion.
It was not just one server who attended to our needs but several. The owner at one point even asked if we needed anything. The food, of course was delicious which added more to the experience. At the end of our meal, I went to the bathroom with my kids. When we returned, their orange juice which they had not finished, was in a “to go” cup.
Amazing!
This restaurant easily had over three times the customers than any other restaurant in walking distance. Being customer-centric is a major reason for its success. They clearly focus their efforts on what the customer wants. They clearly created a culture where the customer is the priority.
Have you eaten in restaurants before during a massive rush? Have you shopped in a store during a major promotional event? What experience did you receive from the employees working there? The way you felt will most probably determine if the company has a customer centric culture.
Share your thoughts below
On my next post, “How to Create a Customer Centric Culture”.