The Importance Of Customer-Centricity

Just like the business landscape, customers’ needs are ever-changing. When the customer experience is prioritised, a business thrives in more ways than one.

According to Forbes, 74% of consumers say they are likely to make a purchase on experience alone. Through proper website development, shipping options and overall UX/UI, your customers are more likely to make a purchase as it was simple to do so.

It’s no secret that customers drive profits. Ensuring that they have the best experience possible increases a business’ revenue. Tech Jury states that “60% of customers say they trust reviews from friends, family, and other customers”.

One great experience can create not only repeat purchases from that consumer, but ‘ripple’ or word-of-mouth purchases from those they have told. By focusing on the customer’s needs instead of the business, trust and relationships can be built while increasing awareness and competitiveness for your brand.

Read on to learn about the importance of customer-centricity and how it can benefit any business.

Builds Trust and Loyalty

Turning your customers into fans is one of the most brilliant things a brand can do. Staying true to your business’ values and voice aligns with customers and improves their overall satisfaction with your brand.

For example, if your brand showcases its sustainability initiatives regularly, the customers that align with this will trust your product and overall brand more. The same goes for the mission and the tone of your business. If you’re operating in a casual and relatable way, stick to it to ensure your customers continue to trust your brand.

Customers satisfied with their experience are more likely to remain loyal to a business. These loyal customers will rave about your brand to their friends and family as they feel their needs are being met.


At the end of the day, every market is saturated. But that doesn’t mean there isn’t room for your business. You may be selling the same product as another brand, but the business offering a superior customer journey is the one that will profit.

Customer experience can mean the difference between a sale and an abandoned cart. Setting yourself apart from the competition through a customer-centric approach is the ideal way to beat those in your saturated industry.


The main reason many people start a business is to make money. The customers are the ones paying the bills. A happy customer is a repeat customer, and these repeat customers are more likely to recommend a business to others. This ultimately leads to increased word-of-mouth marketing and higher profits.


Ultimately, the customer experience is one of great importance to any business. Consumers keep your business running, so why wouldn’t you keep them happy? Understand your audience and what they need in terms of voice, usability, and initiatives to incredible their trust.

Need help figuring out where to start? Meeting the needs of your customers is easy with OtherBirds. Get in touch today to enhance your brand.