Customer centricity is creating a positive customer experience at the point of sale and after-sale, where the needs of your customer come first. It is the actions taken by a franchise to support its sales and service staff, in considering customer needs and satisfaction, as their major priorities.

Creating a customer centric culture is all about understanding your franchise brand value and delivering it consistently to customers. This doesn’t mean doing everything your customers want. It means focusing on what they value most, in line with your overall franchise business strategy and brand promise. In return, the outcome is a more customer centric organisation, with a measurable and sustainable improvement in customer satisfaction, employee engagement and sales results.

Achieving a genuinely customer centred franchise is not easy, but your core values should cover how customers, employees, and vendors should be treated at all times.

A customer-centric approach will add value to your franchise by enabling it to differentiate itself from competitors who do not offer the same experience.

Customer centric franchises will thrive, retain and grow customers by delivering on-target solutions that satisfy their customers’ expectations every time.

In today’s competitive environment, customer centricity is not aspirational – it’s essential.

 

Yours in franchising,

Kevin Antonie

CEO

SA Franchise Brands